Urgent Incident Phone Support | Voters

Urgent Incident Phone Support

in progress

Peter Durand

During large-scale or successful lateral movement incidents, we would like to speak with a Huntress security analyst for additional background and guidance, beyond what is listed in the incident report. A 1-hr SLA would be fine.

March 12, 2024

Nisarg Desai

marked this post as

in progress

Patrick Sofo [Security Product Manager]

marked this post as

under review

Jonathan Pilkington

Looks like they will be fixing this soon:

https://www.reddit.com/r/msp/comments/1bvp8m9/comment/ky3vpbp/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button

Lenore'la Towne'la

This would be helpful. Not "support", but CRITICAL INCIDENT SUPPORT by phone

Corey DeGrandchamp

During our initial sales calls I was told that Huntress would call us if there was ever an urgent issue but I haven't seen that be the case- we've seen some really NASTY stuff (as a result of purposeful testing) hitting a few target machines and it isolated them, but I agree that having a way to reach out 24/7 for urgent issues would be ideal. The Huntress team clearly has the knowledge here, but I understand they need to have checks/balances in place to ensure that it is truly a critical incident.

Peter Durand

Corey DeGrandchamp We have been called and texted every time there has been an isolation event. Possibly your MSP portal settings need adjusting. Definitely ask for assistance to get that setup properly.

Agustina'la Kling'la

This is a major requirement for our company when choosing a security vendor.

Joshua Cofer

Absolutely would like to have Support on the phone when I have questions on an Urgent Incident.