How to open an MDR case
Sophos Managed Detection and Response (MDR) is serious about serving as a true extension of your team and doing so in a way that best supports and extends your internal capabilities.
If you ever have questions about the MDR service, a specific MDR Case that has been escalated to you, or you need to open an MDR case, please reach out to our 24/7 MDR Operations team by emailing mdr-ops@sophos.com.
Active incidents
If you believe you're experiencing an active incident and are an MDR customer, you can call us using one of the regional telephone numbers below.
| Country | Number | Cost |
|---|---|---|
| Austria | +4373265575513 | Toll |
| Switzerland | +41445152285 | Toll |
| France | +33134348070 | Toll |
| Germany | +492314491125 | Toll |
| Italy | +390287317993 | Toll |
| Spain | +34913758065 | Toll |
| Dubai | 800035704220 | Toll-Free |
| United Kingdom | +441235465857 | Toll |
| Ireland | +35312647191 | Toll |
| Country | Number | Cost |
|---|---|---|
| Australia | +61294099162 | Toll |
| New Zealand | +6494245697 | Toll |
| India | 0008000402359 | Toll-Free |
| Country | Number | Cost |
|---|---|---|
| United States / Canada | +1(888) 201-7672 | Toll |
If you are located outside one of the geographies above, please contact the MDR Security Operations Center (SOC) that is closest to you.
Other Inquiries
For help with other questions or addressing technical support issues, we’ve created a guide to help you get the answers you need quickly and easily.
Note
Configuration and custom work fall out of the scope of Support and MDR. For more details, contact your Sales representative about Sophos' Professional Services.
| MDR | MDR COMPLETE | SOPHOS SUPPORT | |
|---|---|---|---|
| You have questions related to an MDR case that’s been escalated to you or to one of your escalation contacts | |||
| You believe you’re experiencing an active incident | |||
| You have questions about your monthly activity report | |||
| You have questions about your MDR Health Check and recommended changes contained within therein | |||
| You or someone in your organization has a general question related to your ability to detect and respond to threats | |||
| You need help resolving a product issue (not MDR) | |||
| You’re experiencing endpoint or server resource degradation |