Sophos Support Quick Reference Guide for Partners

Our Support teams operate from different regions around the globe.

Tech support and Partner care issues can be reported directly by phone or by registering and submitting a ticket
through our Sophos Support Portal.

Partner Care handles general licensing and ordering queries, access issues with Support portal, Partner Portal and
Central Dashboard, as well as maintaining the list of authorized contacts associated with the account.

Tech Support handles break/fix issues with our products and should be the first point of contact for technical or
application problems. They are available 24/7 and can be reached directly using the following Platinum Partner
line# 1-781-494-5998

This is the preferred option when dealing with business critical and time sensitive issues associated with our
products.

Your assigned Technical Account Manager, Nicolas Guerrero is your primary point of contact for tech advice and
escalations; please inform him of issues that you feel are not being handled adequately by our regular Tech
Support channel.

Please note that your TAM is available Monday to Friday between 8am to 6pm and is based out of Bogotá,
Colombia

Related Resources:
Best Practices when opening a case with Sophos Support
Support Portal user guide
Support Services Guide

Support Sites:
Sophos Community Forums: https://community.sophos.com
Product Documentation: https://docs.sophos.com
Techvids: https://techvids.sophos.com
Knowledgebase: https://support.sophos.com
SMS and email alerts: https://centralstatus.sophos.com
Twitter: @SophosSupport
Escalation Matrix for TAM Customers – NA Support
Contact Title Email Phone
Nicolas Guerrero Technical Account nicolas.guerrero@Sophos.com +57-315-250-6723

Fares Fanous Team Lead, Technical Account Fares.fanous@sophos.com O: 604-484-4339

Manager M: 604-315-1343

Ron Girn Director – Technical Support Ron.Girn@Sophos.com 604-354-9715

Support Email Distro for highlighting critical

Escalations Distro severity cases when the response SupportEscalations@sophos.co
times exceed Sophos SLA targets and m
the assigned TAM is away.
Shane Singh Regional VP – Technical Support Shane.Singh@Sophos.com 604-377-2745