How NetDefend Handles Security-Related Requests

Use clear security context

Security-related support requests should explain what happened, who or what is affected, and what the business impact appears to be. The goal is to create enough context for NetDefend to review the request without exposing sensitive credentials.

Examples of security-related requests

• Suspicious emails or possible phishing attempts.
• Questions about MFA, account protection, or sign-in behavior.
• Endpoint hardening or device security follow-up.
• Website security concerns or unusual form activity.
• Basic risk assessment findings or improvement plan follow-up.
• Requests for security awareness guidance.

What to include

• The affected account, device, website, or service.
• The time the activity was noticed.
• Screenshots or message headers when relevant.
• Any recent changes to users, devices, passwords, DNS, hosting, or Microsoft 365 settings.
• Whether the issue affects one user, multiple users, or a public-facing service.

What not to include

Do not include passwords, MFA codes, recovery keys, private keys, card data, or sensitive customer information in the support form. If sensitive evidence is required, NetDefend will advise on an appropriate way to provide it.

Response expectations

Support is available for active NetDefend clients during standard support hours. Response times may vary based on the active service agreement, request priority, and scope of support.