Get help from Product Support

You can get help from Sophos Product Support in any of these ways:

Open a case from Sophos Central.
Chat or open a case via the Sophos Support portal.
Phone Support.

Note

A product support case is for troubleshooting software issues. It isn't the same as an MDR case, which is for the investigation of active threats. To raise an MDR case, see Get help from the MDR Operations team.

Before you contact Support

When you open a case or contact Support, make sure you have the information the Support team will need.

A clear description of the issue and impact.
Product version, environment details, and recent changes.
Steps to reproduce, if applicable.
Logs, screenshots, or error messages.
A copy of the Sophos Diagnostic Utility (SDU) log from an affected device. See Sophos Diagnostic Utility: Run the installed version and send logs to Sophos Support.

Open a case via Sophos Central

Click the Help icon and select Create support case.
Complete the Create support case form.

We recommend that you select the checkbox that gives Support temporary access to your Sophos Central session. This might help us resolve your issue more quickly.

Chat or open a case via the Support page

To get help via the Support page, use one of these methods:

Chat with Support.
Open a Support case.

Chat with Support

To chat with Support, do as follows:

Go to https://support.sophos.com.
If you're not already signed in, click Login in the upper right screen.
Click Chat with an expert in the lower right of the screen.
In the Chat screen, enter your details and select the team you need help from. Then click Start Chatting.

Tip

In most cases, MDR customers need help from the Enduser & Server Security team.

To find out when the Chat service is available, see Digital Chat support.

Open a Support case

To open a Support case, do as follows:

Go to https://support.sophos.com.
If you're not already signed in, click Login in the upper right of the screen.
Click New Technical Support Case.
Complete the Contact Technical Support form.

You can specify Managed Detection and Response in the Product Category.

To view your support cases later, update a case, or ask to escalate a case, go to https://support.sophos.com again and click Cases in the upper left of the page.

Only Sophos Partners can ask for case escalation.

Phone Support

You can contact Support by phone. For a full list of numbers for each region, see Phone support.