Getting Help

Modified on Fri, 24 May 2024 at 02:01 AM

Contacting Support

You can contact us by submitting a ticket from within the Samurai XDR application or directly from the Samurai Help Center. We will get back to you in accordance with our Support Policy.


 If you are logged into the Samurai XDR application, you will be authenticated to the Samurai Help Center automatically via SSO with your Samurai XDR account.


If you are having trouble logging into the Samurai XDR application, you can also contact us for help using email


 

Submit a ticket from within Samurai XDR:

  1. Ensure you are signed in to the Samurai XDR application
  2. Select the help icon  at the top right of the Samurai XDR application
  3. Select your request type
  4. Add a Subject and Description that describes your issue or request. 
  5. Specify a Priority for the request (if applicable) This will guide how we will triage your request and best serve you.
  6. Click Send

 

Submit a ticket via the Samurai Help Center

  1. Ensure you are signed into the Samurai Help Center
  2. Select Submit a Request  or go to https://support.xdr.security.ntt/hc/en-001/requests/new
  3. Select your request type
  4. Add a Subject and Description that describes your issue or request. 
  5. Specify a Priority for the request. This will guide how we will triage your request and best serve you.
  6. Click Send

 

Tracking tickets from within Samurai XDR:

  1. Ensure you are signed in to the Samurai XDR application
  2. Select the help icon  at the top right of the Samurai XDR application
  3. Select View my requests

 

Tracking tickets from within the Samurai Help Center

  1. Ensure you are signed into the Samurai Help Center
  2. Click your Profile Icon on the upper-right of the page and click Requests
  3. You can filter requests by status, select a status from the Status menu.


mceclip0.png When viewing tickets you can also choose to view Requests I am CC'd on and Organisational requests

 

Ticket Status

  • Open:  a ticket that has been assigned to the application support team.
  • Awaiting your reply: a ticket that is assigned to the application support team, but is waiting for more information from you before it can be resolved.
  • Solved: displayed when the ticket is complete or a solution has been provided

 

How do I access documentation for the XDR application?

You must already know, if you are reading this!!

  1. Select the help icon mceclip0.png at the top right of the Samurai XDR application
  2. Select Documentation


mceclip0.png If you are an authorized user, you can also go directly to the Samurai Help Center