Support Services

Supporting your investment in Sophos

We take support seriously, making sure you can quickly get the expert help you need. Many of our products come with 24/7 support and upgrades. For those that don’t, you can simply choose the level of support your business needs.

Depending on the package you choose, you’ll get access to engineers directly for one-to-one support by email or telephone. Or, simply access our comprehensive, searchable, web-based support knowledgebase.

Our support is proactive. This means you’ll hear about the latest product news and general information on security threats and protection strategies. You’ll get help when installing, configuring and upgrading our products and resolving any technical issues. And, we don’t place limits on how much help you can get. Raise as many support incidents as you need to—if you’ve got a problem we want to fix it.

If you choose one of our Premium or Platinum Support packages, you’ll gain other benefits as well. Additional features include formal service level agreements with target response and escalation times, and a technical account manager overseeing all support activity.

We’re a member of TSANet (, the worldwide vendor-neutral support alliance. This means we’ll work directly with other vendors to help solve problems that involve their technologies.

The SCP standard makes us part of a community of companies giving the very best service. Sharing best practices and working together to make technical support better for everyone.

Key benefits

  • Access help 24/7 via phone, web or email
  • Get assistance in your language
  • We’ll works with other vendors on cross-platform issues