Getting Help

Contacting Support

You can contact us by submitting a ticket from the SamurAI Portal. We will get back to you in accordance with our Support Policy.

General Tickets

Submit a ticket from the SamurAI Portal

Ensure you are signed in to the SamurAI Portal
From the main menu at the top left click General Tickets
Select Create Ticket
Add a Title and Description that describes your issue or request.
Click Create ticket

Emoji support is also available.

Windows: Press Windows + . (period) to open the emoji picker.
macOS: Press Control + Command + Space to open the emoji and symbol picker.

Tracking Tickets

Ensure you are signed in to the SamurAI Portal
From the main menu at the top left click General Tickets

You can filter and sort on any of the available fields as well as disable and enable for your desired view. You can also export the list to CSV for download. The search function will search within all general tickets including details and comments however not attached files.

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.

Viewing General Tickets across multiple tenants

Enable Federated View to review General Tickets across the tenants you are authorised to access.

The Tenant column identifies the tenant associated with each ticket. Check this column to ensure that you are reviewing the ticket for the intended tenant.

Select a ticket to view its details. Your permissions for the ticket’s tenant determine which information and actions are available.

Federated View does not grant additional tenant access or override your permissions.

For instructions, see Federated View

Security Incidents

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

Track security incidents from the SamurAI Portal

Ensure you are signed in to the SamurAI Portal
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 SamurAI Portal?

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

From the SamurAI Portal select Documentation on the main menu