Create a Customer/Partner care case

Create a Customer/Partner care case for problems with and requests for Support Portal, Partner Portal, licensing, and so on. If you have a technical issue with your products, create a Technical support case instead. See Create a technical support case.

Give as much information as you can when you create a case. You can update cases with additional information. You can’t change the information you provide initially.

To create a care case, do as follows:

1. Go to Sophos Support and sign in if you haven’t already done so.

2. Click New Partner/Customer Care Case.

   

3. Enter the information for your problem or request.

   Info

   You must enter information in the fields marked *.

4. Select the Severity for your issue. Choose from the following:

   Option	Description
   Critical	Complete loss of mission-critical service with no workaround
   High	Significant loss or degraded service that is business-impacting
   Medium	Minor loss of service or inconvenience. This is the default.
   Low	General questions or advice.

5. Choose your preferred language team in Preferred Team.

   

6. Enter a short description of the issue in Subject.

7. Enter a detailed description of the issue in Description.

   Give as much information as you can.

   

8. Choose your product category, if appropriate.

9. Click Submit.

10. This creates a case. Click the case number in the notification to go to your case.

    You’ll receive an email containing your case number.

11. If you have a critical issue, contact us with your case number. See How do I manage a critical issue?