Security incidents can be stressful, but you're not alone. The Huntress Security Operations Center (SOC) support team has your back in navigating these challenges, offering expert guidance and assistance every step of the way. Whether you're deciphering an incident report, addressing a potential threat, or just need solid security advice, we're here to help.
How Huntress Can Help You
Demystifying Incident Reports
Received a Huntress incident report and aren’t sure what it means? We’ll break it down for you. We'll explain why the report was triggered, help you determine if it's a false positive, and provide clear, actionable remediation steps. We'll answer questions like:
- "Am I safe?"
- "Why was this incident report sent?"
- "Can you tell me more about this incident?"
- "Is this a false positive?"
Investigating Potential Threats and Gaps
Think something might have slipped through the cracks? We'll thoroughly investigate any potential threats you bring to our attention. To help us effectively investigate, please ensure the Huntress agent is deployed across your entire environment. It’s also helpful to tell us of any other security products you're using, as conflicts between different security solutions can sometimes lead to missed detections.
And remember, threat actors constantly change their tactics, so your vigilance is invaluable in helping us improve our product and protect the Huntress community.
Providing Proactive Security Guidance and Best Practices
Beyond incident response, we're also a resource for general security guidance. We can help you understand best practices, answer security-related questions, and give you insights to strengthen your overall security posture.
How to Contact the Huntress SOC Support Team
We offer three convenient communication channels so you can reach us however you prefer:
- Outbound phone support (critical incidents only): When a critical incident happens, it’s important to act fast. For these urgent situations, we offer a dedicated callback service. Within the critical incident report, you'll find a red button labeled "Request SOC Support." Click this button and provide the requested information, including your phone number, name, email, and a brief message explaining the situation.
Please note: This callback option is exclusively for critical incidents. Using it for other inquiries may mean a delayed response. We prioritize these critical calls to ensure our team is available to address the most pressing threats, such as potential ransomware attacks.
- Live chat: Use the live chat feature available within the Huntress portal and the Huntress knowledge base for immediate assistance and real-time support. Click the "Help" button in either platform's bottom left-hand corner and select "Live Chat." When initiating a chat, please have the following information ready:
- Your name
- Your email address
- A clear, concise description of your issue, providing as much context as possible
- Make sure you select "SOC Support" as the department. Choosing the wrong department can delay our response.
- Email: For non-urgent inquiries or detailed explanations, email us at incidents@huntress.io. This will open a support ticket, and a member of our team will respond promptly.
Tips for Fast and Effective Support
- Start with a short description: Start your email or chat message with a quick description of your question or issue. The more clearly you define your needs upfront, the faster we can assist you.
- Give context: Provide as much relevant background information as possible. This includes details about your environment, any remote tools you may use, and any other security products you use.
- Prioritize critical incidents: Use the "Request Call Back" feature exclusively for time-sensitive, critical incidents so we can prioritize these urgent requests.
The Huntress SOC is committed to giving you the best possible support experience. Don't hesitate to reach out—we're always here to help you protect your environment, guide you through any remediation needed, and help you on your worst days.
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