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Submit a sample - Is a bit of feedback too much to hope for?

Pauliolio

I don't know how it goes with submitting file, spam, or application requests, but having submitted a URL that's being blocked as malicious I have to say that I've been left feeling less than confident in the process.

I've received nothing saying that my request has been received, should I have? I don't know.
Is it being worked on? No idea.
Has a decision been made? Not a clue.

Why can't submitting a sample raise a ticket that we can track the progress of?
Or is it just me that thinks that'd be useful?



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    Pauliolio said:


    I've received nothing saying that my request has been received, should I have? I don't know.
    Is it being worked on? No idea.
    Has a decision been made? Not a clue.

    No; Yes; Has it been five days? :o)

    You don't get an automatic alert so don't worry that you may have missed an email.  The sample will be processed by SophosLabs and a change may take up to five days.  See https://community.sophos.com/kb/en-us/119440 

    Pauliolio said:


    Why can't submitting a sample raise a ticket that we can track the progress of?
    Or is it just me that thinks that'd be useful?

    It would definitely be useful.  Totally.  But that's from a user's point of view.  We get...errr....thousands and thousands of samples in total (and there are lots of malware site out there that get reported).  Due to the sheer number of samples we don't open a ticket automatically.  You can of course follow up with Technical Support (open a ticket) and if you provide details of your license, product, and URL they'll be able to look up the address and reply ASAP.  https://www.sophos.com/en-us/support/contact-support.aspx

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