Sophos offers several ways for you to open a support ticket when you have a problem with your Sophos product. In this guide, we will briefly introduce three options and go into more detail about the most effective method.
Info: At this point, we would like to briefly state that you can of course also get support for your Sophos product from us. Not only do we sell these products, but we are also a certified Sophos Platinum Partner. If you are familiar with your firewall yourself and have an Enhanced Support (SFOS) or Premium Support (UTM) license, you can of course contact Sophos yourself at any time. For customers who lack a bit of expertise or simply don't want to deal with it themselves, just solve our paid support.
To open a support ticket for your SG or XG firewall, you need at least one of the following licenses. In case of problems with Sophos Central, you simply need to have a valid license.
- Sophos XG Enhanced Support (included in EnterpriseProtect or TotalProtect bundles)
- Sophos XG Enhanced Plus Support
- Sophos SG Premium Support (UTM OS)
Important: If you do not have any of the licenses listed above, you must purchase them first. Otherwise your request will not be answered by Sophos. You can find the support licenses right on this website in the top menu under "Licenses".
There are several ways to contact Sophos Support:
For many, the fastest solution is to pick up the phone. But if you expect to be able to solve your problem with Sophos over the phone, you're wrong. The telephone support is only there to record your problem and create a support ticket. This saves you the effort of writing down your problem yourself. Nevertheless, we recommend that you formulate the ticket yourself so that no information is forgotten.
Tip: However, we highly recommend this method after you have already opened a ticket. If you have not received a response to your ticket after a few days, simply call Sophos and reference your ticket number. The people on the phone can assign your ticket to someone and the process will be accelerated.
The web form is a very easy way to open a ticket directly on Sophos's website. However, we rather advise against this method. On the one hand, you have no control over the status of the ticket, and on the other hand, it has happened to us several times that our message apparently never reached Sophos's system.
Sophos Support Portal
Sophos provides a dedicated support portal for all customers to open tickets. This method has proven to be the most effective for us and is also preferred by Sophos. In this guide, we will therefore describe in more detail the process of opening a support ticket via the Sophos support portal.
Open a ticket via the Sophos support portal
Visit the website https://support.sophos.com and contact us with your Sophos ID an.
Info: If you have already set up an XG Firewall, you should have a Sophos ID. Otherwise, on this login screen, just click on the green button under the
Create Sophos ID.
Note: Sophos is currently working on enhancing its support portal. During this time, some users may experience problems logging into the Sophos Support Portal. In such cases, a single sign-on error will be displayed by Salesforce after entering the credentials. Sophos will ask you to call or chat with the Customer Care team. The contact information can be found on the Sophos support page.
After you have successfully logged in with your Sophos ID, click on the green button with the inscription
New Technical Support Case.
After that, a relatively long form will appear where you can describe your support case.
Explain in the field
Description your problem as best you can. Do not give Sophos Support any reason to ask questions, so as not to delay the response unnecessarily.
Note: You must write your support request in English. Sophos currently no longer has German language support.
When you are done writing your support case, click on
Submit. If you want to add screenshots, videos or logs to the ticket, you can add such data afterwards under Submit a file submit the file. If possible, pack everything into one zip file and make sure that it is not larger than 20 MB.
Follow up ticket
After you have opened the ticket, you should receive an email confirmation with the ticket number. If you have not received a response from Sophos after 2-3 days, simply call Sophos and reference your ticket number. This will speed up the process a bit.