Your Secureworks Team ⫘

As a ManagedXDR customer, you are assigned an Onboarding Specialist and Customer Success Manager as security experts to assist at various stages of your Taegis journey. If you purchased ManagedXDR Elite, you are assigned a Threat Hunter too. Reference the list below for a summary of what to expect when engaging with these team members.

	Onboarding Specialist	CSM	Threat Hunter
ManagedXDR
ManagedXDR Elite

• Onboarding Specialist — Responsible for tenant creation, providing access to the application, and guiding customers through the setup of Taegis to the Steady State stage.
• Customer Success Manager (CSM) — Serves as the primary operational point of contact once Steady State is achieved. The CSM is responsible for ensuring your success, understanding your business goals, and ensuring Taegis is being used to fulfill your needs. The CSM is responsible for reviewing data and making Taegis based recommendations for potential security posture improvements. In some cases, your Onboarding Specialist and CSM may be the same person.
• Threat Hunter — If you are an ManagedXDR Elite customer, a Threat Hunter is introduced as you enter Steady State. As part of the service, you'll meet with your Threat Hunter on a biweekly basis.

Support ⫘

Check the Help Center ⫘

Access the Help Center for direct links to the Documentation site, Knowledge Base, Support Tickets, and Platform Status.

Engage Support ⫘

In addition to your dedicated CSM, you also have 24x7 access to our Product Support and Security Analysis Teams.

• Secureworks Product Support is ready to assist with any XDR related needs ranging from issues with the application interface, to issues integrating telemetry.
• Our Security Analysis team focuses on reviewing telemetry, including all High and Critical alerts for ManagedXDR and ManagedXDR Elite customers. In addition to proactively reviewing your data, analysts are available to answer questions you may have about your data.

Both teams can be contacted via chat, ticket, or phone.