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Create a Technical support case

Create a Technical Support case for any product-related issues. If you have problems with and requests for Support Portal, Partner Portal, licensing, and so on, create a Customer/Partner care case instead. See Create a Customer/Partner care 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. You can find more information on the best way to raise a case in Best Practices when opening a case with Sophos Support.

Tip

By default, we assign cases to an English-speaking support team. To get help in another language, select a team in Preferred team.

To create a Technical Support case, do as follows:

  1. Go to Sophos Support and sign in if you haven’t already done so.

  2. Click New Technical Support Case.

    New Technical Support Case button.

  3. Enter the information for your issue.

    Info

    You must enter information in the fields marked *.

  4. Select the Severity for your issue. You must choose an option. 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.

  5. Choose your preferred language team in Preferred Team. You must choose a team.

    Choose 24/7 Global Support Team (in English) for cases that need to be worked on after standard business hours in your location or English support team.

    Contact technical support field.

  6. Enter a short description of the issue in Subject. You must enter this information.

  7. Enter a detailed description of the issue in Description. You must give a description.

    Give as much information as you can. You can upload any files associated with the issue after you’ve created your case.

    Subject, description fields.

  8. Choose your product category.

  9. Amend the Issue Start Date to reflect the date the issue started.

    This automatically fills with the date on which you create the case.

  10. Enter any detection names or URLs.

  11. If you know how many computers are affected or the operating systems involved, enter that information.
  12. Click Submit.

  13. 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.

  14. If you have a critical issue, contact us with your case number. See How do I manage a critical issue?

  15. You can now upload any files you want us to investigate. See Submit a file.