Getting Help
ThreatDefence provides multiple ways to get help when you need support with the platform or SOC services. This page outlines the available options and how to raise requests effectively.
Check the FAQ
Before raising a request, check our FAQ section for quick answers to common questions about:
Platform access and authentication issues
Endpoint agent installation
SIEM integration problems
Alerts and triage
Reporting and dashboards.
Contacting Support and Raising Service Requests
If your issue is not resolved via the FAQ, you can raise a request with the ThreatDefence Support team.
How to Raise a Request:
Service Requests can be raised through the Service Desk by sending an email to [email protected].
When raising a request, please include as much information as possible to assist triage, such as:
Description of the issue
Impact on services (full outage, partial impairment, degraded performance, etc.)
Date and time the issue was first observed
Error messages or logs, if available
Contact details of the person raising the request.
Ticket Reference
Once logged, a unique ticket number will be issued.
Customers should use this ticket number for all further communications regarding the incident.
Ticket progress and updates will be available in the Service Desk portal.
Reporting Cyber Incidents
For immediate assistance with critical cyber security incidents, contact our 24/7 SOC team on the escalation phone number provided in your Operations Manual.
Last updated