How to open an MDR case
Sophos Managed Detection and Response (MDR) is serious about serving as a true extension of your team and doing so in a way that best supports and extends your internal capabilities.
If you believe you're experiencing an active incident and are an MDR customer, you can call us using one of the regional telephone numbers below.
Otherwise to open an MDR case, follow the instructions noted below.
Active incidents
If you believe you're experiencing an active incident and are an MDR customer, you can call us using one of the regional telephone numbers below.
| Country | Number | Cost |
|---|---|---|
| Austria | +4373265575513 | Toll |
| Switzerland | +41445152285 | Toll |
| France | +33134348070 | Toll |
| Germany | +492314491125 | Toll |
| Italy | +390287317993 | Toll |
| Spain | +34913758065 | Toll |
| Dubai | 800035704220 | Toll-Free |
| United Kingdom | +441235465857 | Toll |
| Ireland | +35312647191 | Toll |
| Country | Number | Cost |
|---|---|---|
| Australia | +61294099162 | Toll |
| New Zealand | +6494245697 | Toll |
| India | 0008000402359 | Toll-Free |
| Country | Number | Cost |
|---|---|---|
| United States / Canada | +1(888) 201-7672 | Toll |
If you are located outside one of the geographies above, please contact the MDR Security Operations Center (SOC) that is closest to you.
How to Open a Case by Phone or Email
MDR Complete customers also create a case by calling into the MDR Security Operations Center (SOC) or by emailing mdr-ops@sophos.com.
MDR Essentials customers can also open a case by email the MDR Operations team at mdr-ops@sophos.com.
If you believe you're experiencing an active incident and are an MDR customer, you can call us using one of the regional telephone numbers referenced above.
Other Inquiries
For help with other questions or addressing technical support issues, we’ve created a guide to help you get the answers you need quickly and easily.
Note
Configuration and custom work fall out of the scope of Support and MDR. For more details, contact your Sales representative about Sophos' Professional Services.
| MDR Essentials | MDR Complete | SOPHOS SUPPORT | |
|---|---|---|---|
| You have questions related to an MDR case that’s been escalated to you or to one of your escalation contacts | |||
| You believe you’re experiencing an active incident | |||
| You have questions about your monthly activity report | |||
| You have questions about your MDR Health Check and recommended changes contained within therein | |||
| You or someone in your organization has a general question related to your ability to detect and respond to threats | |||
| You need help resolving a product issue (not MDR) | |||
| You’re experiencing endpoint or server resource degradation |