Skip to content

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

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.


Configuration and custom work fall out of the scope of Support and MDR. For more details, contact your Sales representative about Sophos' Professional Services.

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