Frequently Asked Questions🔗
Account Management🔗
How do I reset my password?
See Reset Your Password.
How do I reset my MFA?
How do I add new users to my environment in XDR?
See Invite Users.
How do I remove users from my environment in XDR?
See Deactivate Users.
What are the supported MFA applications?
How do I modify my email notification preferences?
How do I modify my theme?
See Theme Settings.
XDR Usage🔗
How does XDR handle encryption?
Data transferred in Taegis™ XDR browser sessions are transmitted with Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) encryption protocols that allow up to 2048 bit encryption. Secureworks uses a trusted certificate authority to issue a TLS digital certificate to inform users that the Taegis™ XDR session is secure. Customer data and/or confidential data is also encrypted in storage, and access to the cryptographic keys is restricted to authorized personnel.
What does Secureworks consider an endpoint?
What is an investigation?
An investigation in XDR enables you to gather related information together. Other users in your tenant can see and participate in the investigation, including make comments, add related data, and change the status of the investigation.
What is a Genesis alert?
A Genesis alert is the first alert that is used to start an investigation.
How do I start an investigation?
What are the supported integrations?
For a list of supported security controls that can be connected to XDR, see All Available Integrations.
How are unsupported syslog sources handled?
See Generic Syslog Data.
What is the user session timeout?
Users are automatically logged off after 60 minutes of inactivity.
Secureworks® Taegis™ MDR🔗
Which alerts do Secureworks analysts look at with Taegis MDR?
With the exception of a few alerts, Secureworks analysts primarily look at Critical and High alerts.
Support🔗
What are the different methods by which I can contact the analyst team?
Security analysts are available 24x7 through the in-application chat and ticket system. In addition, Taegis MDR Customers have access to Security Analysts via telephone.
How do I submit a ticket?
To submit a ticket:
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Select the Help icon (
) from the Taegis Menu. -
Select Submit a Help Request.
How do I view submitted tickets for my organization?
To view in-process requests:
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Select the Help icon (
) from the Taegis Menu. -
Select View Support Tickets.
-
Select Organization Requests.
How do I create a HAR file for troubleshooting?
A HAR file logs the browser's interaction with a site to help better troubleshoot issues with XDR. To generate a HAR file to submit with your ticket, see Generating a HAR File for Troubleshooting in the Taegis Knowledge Base. If you are experiencing a login issue and cannot access the KB, see the Zendesk article Generating a HAR File for Troubleshooting.
How do I report a product issue or an outage to the support team?
To report an outage an appropriate ticket must be created. To create a ticket:
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Select the Help icon (
) from the Taegis Menu. -
Select Submit a Help Request to open the Support Desk in a new tab.
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Under ’Submit a Request’ choose Product Support Request or Report an Outage. Follow the prompts to complete your request.
How do I contact support if I am unable to log in to XDR?
Email taegis@secureworks.com. In addition, Taegis MDR Customers have access to Security Analysts via telephone.
How does Secureworks handle Support Requests awaiting a Customer’s response?
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Any time Secureworks requires a response from a Customer, an email stating that a support request is pending is sent out.
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If a Customer is unresponsive for 15 consecutive days, the support request is marked as solved. Prior to closing, multiple reminder emails are sent to the Customer.
Miscellaneous🔗
What browsers are supported?
See Browser Requirements.