Sonicwall stops in-house support for small customers

Security vendor will only continue to offer support for large customers, with European third party handling support for smaller customers

Security vendor Sonicwall has enlisted a third-party firm to handle support for all but its largest customers.

The company is moving to a hybrid support model, where key customers will continue to be supported by Sonicwall directly from its Chertsey support centre, and smaller customers will have to rely on support from an unnamed European third party, thought to be based in Poland.

The change in strategy comes less than two years after Sonicwall brought all support for its EMEA customers and channel partners in-house following the opening of its Chertsey support centre.

However, that support centre was seeing high levels staff turnover.

"The turnover issue was unhelpful," vice president of EMEA Andy Zollo told our sister site CRN.

"We were having to re-recruit and train people; then they would go off to a competitor. We want to give the best support in local languages; that is why a hybrid model makes sense," he said.