Axon customers can contact Team Axon using a dedicated form which will provide the Axon team with the necessary information to quickly and efficiently handle any ticket or issue.
Request types
You can use the form to contact Axon for two types of issues:
Consultation with an Axon expert
Axon Incident investigation
❓Consultation with an Axon expert
This is a general assistance and consultation service with the Axon team. This issue type can include topics such as leads investigation in the Hunters Platform, query development, guidance on new threats or vulnerabilities that have emerged, and more.
🔍 Incident investigation
This issue type is an on-demand service for incident investigation assistance. As part of the request, you'll need to fill in further incident details such as related entities, containment and recovery measures, preferred communication channel, and incident severity.
This will allow us to better understand the incident and provide you with the most efficient and effective assistance possible.
Incident priority
As part of the request form, you'll be asked to assign a priority level for the incident. To understand how to determine a priority, examine the table below:
Priority | Explanation | Example |
|---|---|---|
Low | Authorized activity with a low business impact. | A known red team or testing activity that isn’t affecting production or the company business. |
Medium | Unknown or suspicious activity without concrete or confirmed impact on the company. | Suspected software makes an odd network activity to an unknown server. |
High | Inactive malicious impact. | 1. Compromised Okta account which has been disabled by the company. |
Critical | Active threat with a critical business impact. | An active threat actor deploying ransomware on multiple assets and moving laterally within the network. |
How to contact Axon
Open the Axon contact form.
From the Request Type field, select the relevant option (see a detailed explanation above).
Under the Incident Details section, fill in the following:
In the Incident Date field, select the date and time in which the incident occurred. If this is an ongoing incident, enter the current date and time.
In the Incident Summary field, write a free text explanation about the incident, the actions you took to investigate it, what you found so far, and any other information you think is relevant. Be as specific as possible.
From the Incident Priority list, select the priority level of the incident.
Under the Actions section, fill in the following:
Under Containment Measures, specify whether any actions were taken to contain a relevant asset and if so, specify which.
Under Recovery Measures, specify whether any recovery actions were taken and if so, specify which.
Under Relevant Leads and Stories, provide links to leads and stories from the Hunters platform you think are relevant to the incident.
In the Investigation questions field, write what you want the Axon team to investigate and the questions you want the team to answer as part of this investigation.
Under Preferred Communication Channel, tell us which communication method is most convenient for you (for instance, Slack, email, Zoom, Teams, etc).
Click Submit to send the request.
Your ticket will now open.
Under the Summary field, give a title or a short description of your request.
From the Priority list, select the priority level of your request.
In the Description field, specify your request in detail.
Optional: In the Attachments field, attach any relevant documents.
Click Submit to send the request.
Your ticket will now open.