Get help with MDR

Whether you need to get MDR set up, discuss your account, troubleshoot the product, deal with an active incident, or anything else, we're here to help.

Here's a guide on who to contact and how to contact them.

What you need help with	Examples	Who to contact
Security issues	Active threats Suspicious activity MDR cases, detections, and investigations	MDR Operations via service request or phone call (available 24x7) See Get help from the MDR Operations team.
Product or technical issues	Troubleshooting errors Product defects Sign-in or access issues Service outages	Product Support via case, chat, or phone call (available 24/7) See Get help from Product Support.
Account or partnership questions	Reports available Service questions Scheduling meetings Escalation about an experience Discuss renewal or expansion MDR feature requests MDR feedback	Customer Success team If you don't know your Customer Success Manager, email customersuccess@sophos.com.
Projects or custom work	Complex onboarding Network redesigns Assistance with configuration Specialized training	Professional Services Exclusive to customers who purchase Professional Services or Guided Onboarding Contact your Sales rep or Customer Success Manager for information.