> For the complete documentation index, see [llms.txt](https://docs.threatdefence.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.threatdefence.com/getting-started/getting-help.md). # 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](/getting-started/frequently-asked-questions.md) 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 [support@threatdefence.com.](mailto:support@threatdefence.com) 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**. *** --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.threatdefence.com/getting-started/getting-help.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.