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Secureworks® Taegis™ XDR Ask an Expert Support

support policies


Scope

Ask an Expert provides support for the following—through web support tickets or through Secureworks® Taegis™ XDR’s in-app chat function—in addition to the Basic Application Support:

Customer Service Hours

Security Analysts are available 24 hours a day, seven days a week, 365 days a year.

Who Can Initiate a Chat?
Registered users of the application can initiate chat discussions within the application itself.
Where Can I Initiate a Chat?
Registered users of the application can initiate chat sessions using the Secureworks® Taegis™ XDR Chat icon in the lower right corner of the screen.
Who Can Engage with Security Analysts from Secureworks® Taegis™ XDR Chat?
Registered users of the application can chat with Security Analysts 24 hours a day, seven days a week, 365 days a year.
Are There Limits to Ask an Expert Support Requests?
Customers may initiate up to 100 unique (new) support requests per calendar month beginning on the first of each month.

Ask an Expert Support Descriptions: Application & Security Support

Support Level Description
Ask an Expert (Security Analyst Support) Support is requested by support tickets through the web portal and Secureworks® Taegis™ XDR’s Chat client access.
Support includes:
  • Access to the Secureworks® Taegis™ XDR Knowledge Base for Security-specific content
  • Ask questions about a Security Event and/or Alert
  • Discuss impact of a Security Event/Alert
  • Understand best practice responses to an alert
  • Assist in escalation to Incident Response Services if purchased from Secureworks
Access to online tools:
  • Support personnel are available during Customer Service Hours
  • Product & application tools are available 24x7

 

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