XDR Ask an Expert Support🔗
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:
- Basic security alert questions
- Best practice workflow questions
- Investigation support:
- Identify related events and related alerts
- Additional Context
- Impact of the alert(s) on the affected asset(s)
- Determine scope of the investigation
- Recommended next steps
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 XDR Chat icon in the lower right corner of the screen.
Who Can Engage with Security Analysts from 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 |
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Ask an Expert (Security Analyst Support) | Support is requested by support tickets through the web portal and XDR’s Chat client access. Support includes:
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