Team: Huntress Managed Endpoint Detection and Response (EDR)
Product: Incident Reports
Environment: Huntress Dashboard
Summary: SOC Support can be contacted directly from the incident report.

Requesting SOC Support

Contact Methods

• Email - incidents@huntress.com
• Chat
• Callback Request (Critical Incidents Only)

Requesting SOC Support from a Critical Incident Report

While reviewing your active critical incident report, you can use the "Request SOC Support" button to initiate the following with the SOC Support team. 

• Email - This will send your inquiry to SOC Support, and a team member will follow up.
• Chat - Opens a real-time chat session with a SOC Support agent for immediate assistance.
• Callback - This initiates a callback request; a SOC Support team member will then contact you by phone to discuss the incident.
  • SOC Support phone calls will only ever be made from 1-833-486-8669

The request callback feature is intended exclusively for inquiries related to the report. SOC support reserves the right to decline a callback request if it is determined to be unrelated to the report in question.

The "Request SOC Support" button is only accessible from Account-level Admins or Security Engineers.

Contacting SOC Support outside of an incident

SOC Support is still available for assistance outside of your incidents. 

• You can send the team an email at incidents@huntress.com
• Chat is available within your dashboard by selecting the "Help" icon in the lower left-hand side of your dashboard.
  • Unable to access your Huntress dashboard? You can follow the same steps from support.huntress.io
    
    
• Once engaged with the chatbot, select the "Get in Touch" option and then "Live Chat"
  
  
• Once selecting "Live Chat" fill out the contact details and select "SOC Support" for the department.