Incident Management Retainer Escalation Channels Reference

Incident Management Retainer Escalations Channels Reference ⫘

To initiate either Emergency Incident Response or Proactive services available to your organization during the Incident Management Retainer contract term, please use one of the following options:

For Emergency Incident Response Services ⫘

Call the Incident Response Hotline. Calling the Incident Response Hotline is the preferred method to engage Secureworks Incident Response if you are experiencing a situation that requires timely response.

English-speaking external parties seeking Emergency Incident Response services should call the appropriate Incident Response Hotline number:

• Within United States and Canada: +1 877-884-1110
• Within United Kingdom: 0808 234 1203
• Within Australia: 1-800-876991
• Within France: 0800 91 57 18
• Within Germany: 0800 724 5467
• Other international locations: +1 770-870-6343

Japanese-speaking external parties seeking Emergency Incident Response should call one of these Japanese Security Operations Center telephone numbers:

• Within Japan: 0066-33-812-151
• Japan International: +81-44-380-2888

Creating a ticket in the Secureworks Client Portal or Secureworks® Taegis™ XDR Support Portal. Creating tickets are additional methods available for requesting Emergency Incident Response services. Please reference the following link for Secureworks ticketing system guidance.

For Proactive Services or Non-Urgent Requests ⫘

• Send Email to irservices@secureworks.com.

• Create a ticket in the Secureworks Client Portal or XDR Support Portal. Please reference the following link for Secureworks ticketing system guidance.