Support

• 1: Getting Help

1 - Getting Help

Contacting Support

You can contact us by submitting a ticket from within the Samurai MDR portal. We will get back to you in accordance with our Support Policy.

General Tickets

Submit a ticket from the Samurai MDR portal:

1. Ensure you are signed in to the Samurai MDR portal
2. From the main menu at the top left click General Tickets
3. Select Create Ticket
4. Add a Title and Description that describes your issue or request.
5. Click Create ticket

Tracking Tickets

1. Ensure you are signed in to the Samurai MDR portal
2. From the main menu at the top left click General Tickets
3. You can filter tickets by reference, status, title and created/updates data/time stamps.

General Ticket Status

• Awaiting SOC: Ticket is currently awaiting feedback / input from the SOC
• Awaiting Feedback: Ticket has been created or updated and is awaiting your feedback / response
• Closed: The Ticket is Closed.

Security Incidents

Review the following articles on Security Incidents and The Situation Room for further information on Security Incidents.

Tracking Security Incidents from the Samurai MDR portal:

1. Ensure you are signed in to the Samurai MDR portal
2. From the main menu at the top left click Security Incidents.

Security Incident Status

• Awaiting Feedback: Security Incident has been created or updated and is awaiting your feedback / response
• Awaiting SOC: Security Incident is currently awaiting feedback / input from the SOC
• Closed: The Security Incident is Closed.

How do I access documentation for the MDR portal?

You must already know, if you are reading this!!

1. From the Samurai MDR portal select Documentation on the main menu