Escalate a case
You must be a Sophos Partner to do this.
You can escalate a case when you’re not satisfied with your case’s progress or feel that management intervention is needed.
To escalate a case, do as follows:
- Go to Sophos Support and sign in if you aren’t already signed in.
- Click Cases.
- Find the case number for the case you want to escalate and click it. This opens the case.
- Look for Request Escalation.
- Select your region.
- Enter a reason for your escalation.
A message telling you your case has been escalated appears. Your case is flagged as escalated within the case and in your list of cases.