Security Operations Support Service Description

This document is a Service Description for Security Operations Support provided by Darktrace. It outlines the features of the service, which operates 24/7 through Darktrace's global Security Operations Center (SOC) using a follow-the-sun shift pattern. The service includes analytical assistance for threat investigations, allowing customers to submit requests directly through the Darktrace user interface or Customer Portal. The document details the requirements for accessing the service, including the necessity of maintaining an active Call Home connection for effective communication with the SOC analysts. It also specifies customer responsibilities, including the need for regular checks on network coverage and the management of Customer Portal accounts. Additionally, the roles and responsibilities of both customers and Darktrace personnel are defined, ensuring clarity in the support process. Contact information for urgent inquiries is provided, along with disclaimers regarding the limitations of support services based on specific conditions.