Updated Technical Support Case Submissions
The technical support case submission process has been redesigned to ensure you provide all necessary details for your case, enabling Sophos Support to accurately prioritize and resolve your case faster.
The process is now being divided into three screens:
- First, we’ll ask you to provide basic information about the issue you’re experiencing, including categorizing your case. This is important as it’ll help us provide relevant solutions to your inquiry on the next page. In the event a support case is needed, we’ll be able to route your case to the correct team.
- On the second page, you’ll have a list of curated KB and document recommendations. Please review this and see if any of them could help. More often than not, you’ll find your answer here. If you do, you can click “Abandon Request,” and you’re all set.
- If you didn’t find an answer to your question on the previous page, this is where we’ll ask more specific questions to better understand and prioritize your request. Please answer these questions as completely as you can. Answering the questions now will provide your Support Engineers with the information they need to troubleshoot and resolve your case faster.
If you have any questions about the enhanced technical support case submission process, please reach out to the Support Team: Contact Sophos Support
ATTENTION: We'd love your feedback! Tell us what you think of the new technical support case submission process. We’ve created a short, 3-question survey that will only take a few minutes to complete. Your feedback is incredibly valuable and will directly influence improvements to the process. Click the survey link to get started.
