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Escalate a case

Warning

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:

  1. Go to Sophos Support and sign in if you aren’t already signed in.
  2. Click Cases.
  3. Find the case number for the case you want to escalate and click it. This opens the case.
  4. Look for Request Escalation.
  5. Select your region.
  6. Enter a reason for your escalation.
  7. Click Escalate.

    Escalation request

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.
Escalation checkbox on Case page
Escalation checkout on All cases page


Last update: 2021-08-26
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