Getting Help

Contact Threat Hunting

For any questions related to threats, alerts, or security advice that don’t require an urgent response, please contact us via the Red Canary Support Center.

For Threat-Related Questions:

• Use the Contact Us button within the specific threat in Red Canary, located just above the timeline. This ensures your inquiry reaches a threat hunter with the necessary context.

Our Threat Hunters respond within one business day, during business hours (6 AM - 6 PM Mountain Time, Monday - Friday except for observed holidays), and will provide the support or guidance you need.

Threat Hunting Emergency Support

If you’re facing a security emergency, a Threat Hunter is on call 24/7 to assist with your investigation and response efforts.

Security Emergencies Include:

• Active adversary behavior in your environment

• Business Email or Account Compromise

• Customer-declared incidents requiring additional support

• Ransomware or precursor activity

How to Get Emergency Support:

• For emergency or after-hours issues, call our voicemail line. You can find the number in Red Canary under Profile > Getting Help > #3.

• Leave a voicemail with your name, contact number, subdomain name, and a brief incident description. This triggers an alert to our emergency support team who will respond to you within an hour.

• After triaging your voicemail, an on-call Threat Hunter will contact you from the emergency number listed in Red Canary. Please save this number and ensure it bypasses any "Do Not Disturb" settings so we can reach you.

Contact Technical Support

For technical assistance during business hours (6 AM - 6 PM Mountain Time, Monday - Friday except on observed holidays), contact our technical support team.

Submit a Support Request via the Support Center

1. Sign in to the Red Canary Support Center.

2. Click Contact Us at the top-right or go to the Submit a Request page.

3. (Optional) Add CCs if others in your organization should be involved.

4. Select the appropriate Priority for the request, defined here.

5. Choose the request type from the How can we help you? dropdown and provide relevant values for the subsequent selections. This helps us understand the request and get you faster, more accurate assistance. 

6. As you enter a Subject, related knowledge base articles will appear. You may find an immediate solution here.

7. Enter a Description of your issue or question.

8. Click Submit.

Check out our Red Canary Support Center User Guide and the Red Canary Support Policy for more information.

What to Expect from Red Canary

We adhere to four guiding principles in our support:

1. Positive Interactions: We view challenges as opportunities to excel.

2. Continuous Improvement: We aim to enhance both Red Canary and your security program with every interaction.

3. High-Quality Standards: We maintain a level of professionalism and distinction that sets us apart.

4. Collaboration: We work together with you, our team, and partners to achieve a shared mission.