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How do I manage a critical issue?

If you have a critical issue, you must create a Sophos Support case and then contact us. The Customer/Partner Care team handles care cases, and Sophos Support handles technical support cases.

To manage a critical issue, do as follows:

  1. Go to Sophos Support and sign in if you haven’t already done so.
  2. Create a case, see Create a Customer/Partner care case or Create a Technical support case.
  3. Make a note of your case number.
  4. Find the correct number to call. See Phone support.
  5. Call us and give us your case number.

Don’t have a Sophos Support account?

If you don’t have Sophos Support account yet, do as follows:

  1. Go to Sophos Support and find For Critical Cases on the home page.
  2. Select your region.
  3. Call us and give us as much information as possible.