Customer checklist: information you will be asked for when you contact technical support

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  • Updated: 25 Nov 2013

Following the advice below will allow us to resolve your query as quickly as possible.

Before you contact Technical Support

If you haven't already done so check out the many ways to get immediate information and answer your question without contacting us...

Send us a sample Search our Knowledgebase Upgrading? Post to our forum Mac Home User? Download products

You can also follow us on Twitter for rapid notifications and watch our YouTube videos.

For information on malware, spam and threat analyses see our Threat Center.

Help us to help you

If your query isn't a problem with installing, configuring, or upgrading our software (or appliances) then you may need to contact another department:

Information we require

To avoid delays you must provide your Sophos license number (or username) when contacting us.  There is no phone or email support for any of our free tools, or Home Edition products (see Help with Free Tools below).  If you received Sophos Anti-Virus, or another product, through your company, college or local authority you must contact them for support.

If you are authorized to contact us, you will need to provide the following information:

  • The name of your company (that holds the license for our software).
  • Your Sophos license number.
  • Your full name.
  • Your email address.
  • Your contact number.
  • Existing case reference if you have one (check the subject line of any recent emails you have received for a 7 digit number).
  • Operating system (or hardware version) you have.
  • Exact version of the Sophos product you're using.
  • A full description of the query or problem.

We recommend using our web form as all of the basic questions are asked.  It also allows you 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 you can also phone or email.

Tip: If you see an error on screen including a screenshot is really helpful.  If you see an error in a log file (on an Windows or Mac computer): collect all of the required information with the Sophos Diagnostic Utility.

Help with Free Tools

Our Free Tools do not come with either phone or email support.  However we understand you will have questions and therefore each dedicated Free Tools page has information and help on the particular tool.

If you still have a problem there is a large community on our forums waiting to help:

Additional Support Packages

We offer three support packages - Standard, Premium and Platinum.  For more information see Sophos Support Packages.

 
If you need more information or guidance, then please contact technical support.

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