This article provides the information needed to help customers resolve queries immediately.
Here are different ways to get immediate information and answers to customer’s queries.
You can also follow Sophos on Twitter for rapid notifications and watch Sophos YouTube videos.
For information on malware, spam and threat analysis see our Threat Center.
If the query isn't a problem with installation, configuration, or upgrade of the software (or appliances), contact other departments:
To avoid delays when contacting Sophos, customers must provide the Sophos license number or username. There is no phone or email support for any of the free tools, or Home Edition products (see Sophos Free Tools). If the Sophos Anti-Virus, or another product are provided by the company, college or local authority, local support must be contacted.
For an authorized contact person, the following information is required:
Sophos case management portal (Sophserv) allows customers to open, update, view, and managed support tickets. Sophos web form also allows customers to provide all the required information to give the best answer straight away and allows the customer to attach useful files (logs, screenshots, etc.) up to 30MB in size which is useful when the computer doesn't have an email program installed. However customers can also phone or email Sophos Support.
Note: If there is an error on screen, take a screenshot and submit it. If there is an error in a log file (on a Windows or Mac computer) collect all of the required information with the Sophos Diagnostic Utility.
Sophos Free Tools do not come with either phone or email support. However Sophos understands that customers will have questions and therefore each dedicated Free Tools page has information and help on the particular tool.
If a problem still persists, questions are answered in Sophos Community forum.
Sophos offers three support packages - Standard, Premium and Platinum. For more information see Sophos Support Packages.
If you've spotted an error or would like to provide feedback on this article, please use the section below to rate and comment on the article. This is invaluable to us to ensure that we continually strive to give our customers the best information possible.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. If you need technical support please post a question to our community. Alternatively for licensed products open a support ticket.