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How to escalate a support request to Huntress

Huntress offers multiple means for customers to contact them. Below will list the 3 methods. 

 

All methods should include as much description as possible in the support request including the following details:

  • A relevant subject pinpointing what the issue is.
  • The solution that is causing the support request. (ex. Endpoint Detection & Response (EDR), Security Awareness Training (SAT), etc.)
  • Account name, organization, user, campaign, etc. which helps determine what account this is under as well as who/what is involved in the issue.
  • Detailed description which could include when the issue started, what has already been done to help fix the issue, etc.
  • If possible, attach any relevant documents or send any relevant links that  have been used or should be noted with the case.

 

Contact Form

For all support inquires concerning Huntress, a ticket can be created by filling in this form.

This form can also be navigated to from the Huntress website, and clicking on the “Submit a request” option in the top right-hand corner. Also seen here:

You will then be directed to a contact form that when completed will submit a ticket request to the respective team. The form you will be directed to should resemble the following:

Chat

If you prefer to speak with Huntress via chat, you can access their chat from both your Huntress portal, or via the Huntress knowledge base by selecting the blue chat icon in the bottom left-hand corner of your screen. Also seen here:

You will then be given to select the option to “Get in touch”, and then “Live chat”.

 

For more details concerning how the Huntress chat operates, feel free to navigate to this page of the Huntress knowledge base.

 

Email

If you would prefer to send a direct email this can be done by contacting support@huntress.com.

 

Note that all support escalation information can also be found in great detail on the Huntress knowledge base found here.

Hours of operation

Business Hours

  • Product Support: Available Sunday at 6PM, until Friday at 8PM EST.

  • SOC Support: Available 24/7/365

Off-hours

  • Product Support is not offered during holidays.

  • Any support request made outside of business hours will be addressed as soon as possible during the next possible business day.