🌙
 

Subscribe to the Taegis™ XDR Documentation RSS Feed at .

Learn more about RSS readers or RSS browser extensions.

Secureworks® Taegis™ XDR Basic Application Support

policies support


Scope

Basic Application Support provides support for the Secureworks® Taegis™ XDR application through the web portal for:

Customer Service Hours

Support Agents are available 24 hours a day, seven days a week, 365 days a year.

Escalation Options

Outage Support — Support tickets with target responses driven by the Basic Application Support Level Descriptions section set forth below.

Incidents Response Engagement — For customers who have Incident Response retainers with Secureworks or would like to establish Incident Response retainers, please call the applicable number set forth at https://www.secureworks.com/contact/emergency-response.

Security Analysis Support — For Secureworks® Taegis™ ManagedXDR customers, our Security Analysts can be reached via in-app chat.

Product Support — For Secureworks customers, our Product Support team can be reached via in-app chat or by submitting a ticket at the Help Center.

Who Can Open a Ticket?

Registered users of the application can submit tickets within the application itself.

Where Can I Open a Ticket?

Registered users of the application can submit tickets via the application, using the Help icon on the top right corner of any page.

Training

Training support is offered as a separate Quick Start service, which can be purchased via your Account Manager either at time of initial purchase, or any time thereafter.

Self-Help

The application includes a wide range of self-help topics in the Help Center, which can be accessed by any registered user at any time. These articles are updated continuously and ideas for new articles can be submitted through the normal ticket process.

Application Support Level Descriptions

Basic Application Support

Support requested by submitting tickets through the web portal
Access to online tools

Support Priorities

Tickets may be submitted with the following support priorities and the defined response targets apply. Secureworks reserves the right to adjust the priority of support tickets based on Secureworks’ evaluation of the issue. After business hours an outage ticket must be submitted through the support page with the appropriate category to receive support. Ticket category guidelines are described below:

Support Priority Response Target
Issue Acknowledgement Time
Category Description Solution Description
Priority 1 (P1) 1 hour Outage
  • Full or Partial System Outage
  • Impacts Production Usage of the Secureworks® Taegis™ XDR Product
  • Major Functionality is impacted, or serious performance degradation
  • Issue is persistent and affects many/all users
One or more of the following:
  • Issue is resolved
  • Workaround is provided
  • Fix is provided
  • Fix is incorporated into future release
Priority 2 (P2) 1 business day Major Defect
  • Defect results in Secureworks® Taegis™ XDR not performing as expected or documented
  • Issue is intermittent
  • Issue impacts a subset of users, but work can continue with the application
  • Documentation is not current, and impacting use of the application
One or more of the following:
  • Issue is resolved
  • Workaround is provided
  • Fix is provided
  • Fix is incorporated into future release
  • Documentation is updated
  • Documentation is slated for future release
Priority 3 (P3) 2 business days Missing Feature or Documentation
  • Missing feature request the absence of which hinder workflow
  • Documentation is not current, but still functional
  • Defect does not affect the functioning of the application
One or more of the following:
  • Feature request is acknowledged
  • Documentation is updated
  • Documentation is slated for future release

Definitions

Defect
A failure of the Secureworks® Taegis™ XDR platform to deliver on its specifications set forth in the Documentation. Examples include, but are not limited to, the following:
Fix
A modification or an addition to the Secureworks® Taegis™ XDR platform that overcomes a Defect when applied. Secureworks may provide a workaround in lieu of a Fix at Secureworks’ sole discretion.
Response Target
The time between Secureworks’ receipt of a Defect notification from a Customer, and Secureworks’ confirmation of that Defect from one of its personnel. While Customer’s submission of a ticket may trigger an automated response from the application, automated responses are disregarded for purposes of determining Response Times.
Workaround
A process or procedure which can be implemented to allow for the continued use of the application while a Defect still exists.

 

On this page: