Samurai Ticketing and Documentation

What is changing?

General tickets will now be available directly within the Samurai MDR portal. As per an update in March where we made Security Incident handling and availability within the Samurai MDR portal - we have done the same with General Tickets. We are also rolling out a new Samurai Documentation platform, however this will be relatively transparent to you!

Why are we making this change?

We want to continue providing you a world class Managed Detection & Response service and that includes improved customer service and enhanced documentation.

What are the benefits?

Samurai MDR portal ticketing:

• a single view to manage all tickets (e.g typically tickets you have submitted for the SOC to review)

• search, sort and filter tickets you have submitted

• communicate in real-time via a Communications Channel with our SOC analysts

The new Samurai Documentation platform will initially be a mirror of our current platform however we are busy working on an enhanced set of documentation

When will this change occur?

This rollout will occur on May 2, 2024 from 09:00 CET, we do not anticipate any service disruption.

How am I affected?

The updates are relatively transparent to you, however it is useful to bookmark our new Documentation Site and review updated documents relating to ticketing.

What do I need to do?

If you want to know how to raise a ticket in the Samurai MDR Portal please review ‘Getting Help’. You can also bookmark the new Samurai Documentation site.

Who do I contact if I need to ask questions?

Raise any questions you may have during a regular Threat Review or contact your Customer Success Manager who can assist.