Getting Help

Contacting Support

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

 If you are logged into the Samurai MDR application, you will be authenticated to the Samurai Help Center automatically via SSO with your Samurai account.

Submit a ticket from within Samurai MDR:

1. Ensure you are signed in to the Samurai MDR application
2. From the main menu at the top left click Open a Ticket
3. Select your request type
4. Add a Subject and Description that describes your issue or request. 
5. Specify a Priority for the request (if applicable) This will guide how we will triage your request and best serve you.
6. Click Send

Submit a ticket via the Samurai Help Center

1. Ensure you are signed into the Samurai Help Center
2. Select Submit a Request  or go to https://support.samurai.security.ntt/hc/en-001/requests/new
3. Select your request type
4. Add a Subject and Description that describes your issue or request. 
5. Specify a Priority for the request. This will guide how we will triage your request and best serve you.
6. Click Send

Tracking Security Incident and Tickets from within Samurai MDR:

1. Ensure you are signed in to the Samurai MDR application
2. From the main menu at the top left click Security Incidents.
3. My Requests will be displayed which includes all Security Incidents and tickets

Tracking Security Incidents and Tickets from within the Samurai Help Center

1. Ensure you are signed into the Samurai Help Center
2. Click your Profile Icon on the upper-right of the page and click Requests
3. You can filter requests by status, select a status from the Status menu.

When viewing tickets you can also choose to view Requests I am CC'd on and Organisational requests

Ticket Status

• Open:  a ticket that has been assigned to a Security Operations Center (SOC) analyst or application support team.
• Awaiting your reply: a ticket that is assigned to a SOC analyst or application support team, but is waiting for more information from you before it can be resolved.
• Solved: displayed when the ticket is complete or a solution has been provided

How do I access documentation for the MDR application?

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

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