Support Policy

Modified on Thu, 29 Jun 2023 at 01:20 AM

Application Support 

Support of the Samurai XDR application is included as part of all subscriptions. Included in support:

  • Queries regarding how to use the Samurai XDR application, which includes features, options and configurations 
  • Providing suggestions for features or solution configurations of the application 
  • Access to release notes of the Samurai XDR application 
  • Support portal login (Knowledge Base, Case Submissions)

A support engineer will respond to technical issues within two business days.

Authorized Client Representatives 

Registered users of the Samurai XDR can open support tickets via the web application. 

How to open a ticket 

Registered users of Samurai XDR can open a ticket inside the web interface of the application.


Self-Service Capabilities 

The Samurai XDR application provides a wide range of self-help documentation in the Knowledge-base.  This documentation can be accessed by registered users at any time. 



All support services for Samurai XDR is provided in English.