Support Policy

Application Support 

Support of the Samurai XDR application is included as part of all subscriptions. Included in support:

• Queries regarding how to use the Samurai XDR application, which includes features, options and configurations 
• Providing suggestions for features or solution configurations of the application 
• Access to release notes of the Samurai XDR application 
• Support portal login (Knowledge Base, Case Submissions)
  

A support engineer will respond to technical issues within two business days.

Managed Detection and Response 

In addition to Application Support for the Samurai XDR application, 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 XDR 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 XDR can open a ticket inside the web interface of the application.

Self-Service Capabilities 

The Samurai XDR application provides a wide range of self-help documentation in the Knowledge-base.  This documentation can be accessed by registered users at any time. 

Language 

All support services for Samurai XDR and Managed Detection and Response are provided in English.