In This Article
- Managing Your Incident Notifications and Escalation Contacts
- Submitting and Following Support Tickets
- Keeping Informed of Alert Logic News and Service Status
Alert Logic keeps customers informed using multiple methods – incident notifications and escalations via email and phone, service status notifications, announcements about new functionality and product changes, and so on. It is important to verify these notifications are sent to the correct personnel and updated as needed to ensure you are receiving crucial information from Alert Logic and getting the most from your Alert Logic services.
This article provides best practices you can apply to stay informed and keep your contacts up to date.
Managing Your Incident Notifications and Escalation Contacts
To receive notifications from Alert Logic about incidents at any criticality, you must set up incident notifications and provide escalation contacts. As personnel and responsible parties at your company may change, it is important to verify that notifications and escalation contacts are kept up to date and to keep in mind best practices for managing these notifications.
Use Distribution Lists for Incident Notifications
With the role-based access controls in the Alert Logic console, an administrator of your account can set up an email address as “Notification Only”. Alert Logic recommends using this role to set up a distribution list at your company to receive incident notifications. Using this role, you can verify the appropriate people at your company receive notifications regardless of whether they routinely use the Alert Logic console.
Additionally, this configuration can help prevent issues if an employee who interacts with the Alert Logic console leaves the company or changes roles. After 90 days of inactivity in the Alert Logic console, the user will be changed to “inactive” status and incident notifications will stop being sent. By setting up a distribution list as a Notification Only user, the other employees on the distribution list will continue to receive notifications and there is no risk of the user becoming inactive, since the Notification Only role is not provided access to the Alert Logic console.
For more information on user roles, refer to the Role-Based Access Controls in the Alert Logic Console.
Properly Offboard Users
Even the Notification Only role is used for incident notifications, employees who no longer interact with Alert Logic should be properly offboarded. When offboarding a user, consider the following:
- Is the employee receiving any notifications that need to be transferred to another employee?
- Is the employee an escalation contact?
- Has the employee set up any scheduled reports that need to be transferred to another employee?
- If a distribution list is used for incident notifications, does the distribution list need to be updated?
Regularly Verify Escalation Contacts
Escalation contacts are used when High and Critical incidents are found and Alert Logic needs to escalate the incident to you immediately. It is crucial that these contacts are kept up to date to receive full security value and to take quick action to stop urgent threats. Alert Logic recommends regularly verifying the appropriate people are listed as escalation contacts.
Whitelist Alert Logic Notification Email Addresses
To verify you receive incident notifications and other Alert Logic communications, make sure to mark Alert Logic email addresses as “Safe” senders. You may receive email notifications from the following addresses:
Submitting and Following Support Tickets
When you need to contact Alert Logic Support, you can submit the ticket through the Support Center. Click on the Create a Ticket button in the top right corner of the Support Center. You will be taken to a web form, in which you can provide the information for your query and submit the ticket to our Support team.
You can access all tickets that you've submitted since June 2016 within the Support Center. Click on the drop-down arrow to the right of your name and profile picture in the top right corner of the page.
Choose My activities. Here, you can see all your submitted tickets, as well as tickets that you are CC'd on and tickets associated with your organization. You can search for specific tickets and filter on current ticket statuses.
Keeping Informed of Alert Logic News and Service Status
Alert Logic allows you to easily keep up to date with product releases and the status of Alert Logic services. In the Alert Logic Support Center, you can follow Knowledge Base sections and Community topics and posts. Simply click the Follow button next to the section, article, topic, or post. This will opt you in to email notifications on changes and additions to the content you've chosen to follow.
Additionally, on the Alert Logic Status page, you can view the status of all Alert Logic services and subscribe to updates for the products you utilize.
Follow Knowledge Base Sections & Community Topics
When following Knowledge Base sections and Community topics, you have the option to receive email notifications any time a new article/post is added or any time a new article/post is added AND any time a new comment is added to an article/post in that section/topic.
For more information on the Alert Logic Support Center, refer to the Getting the Most Out of the Alert Logic Support Center article.
Stay Informed of Alert Logic Service Status
The Alert Logic Status page allows Alert Logic® customers to monitor the status of their products. Using this page, you can view information about overall system health and product outages. You can access this information on the Alert Logic Status Page.
From the Alert Logic Status page, you can:
- View the status, such as Operational or Partial Outage, of each Alert Logic product
- Find real-time updates of incidents in progress
- Subscribe to receive notifications when the status of a product changes
For more information about the Alert Logic Status page and how to subscribe to updates, refer to the About the Alert Logic Status Page article.