Create a Customer/Partner care case
Create a Customer/Partner care case for problems with and requests for Support Portal, Partner Portal, licensing, and so on. If you have a technical issue with your products, create a Technical support case instead. See Create a technical support case.
Give as much information as you can when you create a case. You can update cases with additional information. You can’t change the information you provide initially.
To create a care case, do as follows:
- Go to Sophos Support and sign in if you haven’t already done so.
Click New Partner/Customer Care Case.
Enter the information for your problem or request.
You must enter information in the fields marked *.
Select the Severity for your issue. Choose from the following:
Option Description Critical Complete loss of mission-critical service with no workaround High Significant loss or degraded service that is business-impacting Medium Minor loss of service or inconvenience. This is the default. Low General questions or advice.
Choose your preferred language team in Preferred Team.
Enter a short description of the issue in Subject.
Enter a detailed description of the issue in Description.
Give as much information as you can.
Choose your product category, if appropriate.
- Click Submit.
This creates a case. Click the case number in the notification to go to your case.
You’ll receive an email containing your case number.
If you have a critical issue, contact us with your case number. See How do I manage a critical issue?