Application Support
Support of the Samurai MDR portal is included as part of all subscriptions. Included in support:
- Technical issues regarding the Samurai MDR portal, which includes features, options and configurations
- Providing suggestions for features or solution configurations of the application
- Samurai MDR portal and Samurai Documentation (Knowledge Base).
Support will be provided on a best effort basis inline with hours of service.
Managed Detection and Response
In addition to Application Support for the Samurai MDR portal, clients of the Managed Detection and Response service receive the services provided by the NTT SOC in respect of Investigations, Threat Hunting and Incident Response as outlined in the Managed Detection and Response Service Description.
Hours of Service
- Application support is provided during business hours from 9am to 5pm Central European Time.
- Managed Detection and Response services is delivered by the NTT SOC 24 hours 7 days a week.
Authorised Client Representatives
Registered users of the Samurai MDR portal can open support tickets via the web application.
Procedures for interaction by authorized client representatives with the NTT SOC for clients of the Managed Detection and Response service will be covered during the introductory teleconference.
How to open a ticket
Registered users of Samurai MDR can open a ticket via the web interface of the application.
Self-Service Capabilities
The Samurai MDR portal provides a link to a wide range of self-help documentation in the Samurai Documentation site. This documentation can be accessed by all users at any time.
Language
All support services for the Managed Detection and Response are provided in English.