XDR Basic Application Support

policies support

Scope ⫘

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

• Questions concerning usage issues related to the XDR platform, including specific features, options, and configurations.
• Provide suggestions regarding the appropriate usage, features, or solution configurations for the application
• Documentation requests
• Release Notes for the XDR application

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 from the Taegis Menu.

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 the XDR Knowledge Base
• Questions concerning usage of the XDR platform, specific features, settings and configurations
• Suggestions to improve/add to the product features, functionality
• Report and propose solutions for defects
• Address concerns with documentation
• Online Release Notes
• Priority support (P1, P2, P3) for product outages

Access to online tools ⫘

• Support personnel are available during Customer Service Hours
• Product & application tools are available 24x7

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 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 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 XDR platform to deliver on its specifications set forth in the Documentation. Examples include, but are not limited to, the following:

• Failure of one or more components in the application
• Failure of one or more components of the infrastructure of the application
• Severe under-performance of the application, according to the Documentation

Fix

A modification or an addition to the 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.