How can we help you?
- Expert technical support for SIEM · UEBA · SOAR · AI
- Support optimized for your environment and incident response
- Rapid response based on a 24x7 TAC service framework
24/7Technical Support
95%Customer Satisfaction
R&DIn-depth Support
4 ProductsSupported Products
Five specialized service systems deliver complete technical support
01
Professional & Systematic Support
Knowledge portal · Training 24×7 Service Center
02
Various Direct Support Channels
1:1 inquiry · Channel Talk · Phone · Email
03
Tailored Service & Updates
Regular & emergency patches Config guides · Aftercare
04
Direct Engineer Support
Dedicated team per product Remote · On-site support
05
Close R&D Collaboration
Escalation framework Preventive AI analysis
01 · Support FrameworkProfessional and systematic technical support services
Online/offline training & hands-on programsSpecialized courses for SIEM, UEBA, SOAR, and AI products
TAC Knowledge PortalInstall guides, release notes, troubleshooting docs and more
24×7 Service CenterRapid technical support when incidents occur
SECULAYER TAC · SERVICE CENTER
24/7 TAC Service Center
SIEM · UEBA Engineers
Direct response by engineers, weekdays 09:00-18:00 Fast analysis and support after incident intake Expert handling of log/policy/collection issues
SOAR · AI Engineers
Expert handling of playbook/automation/integration issues AI model and operational optimization support Feature improvement and automation guides
24x7 Emergency Response
Immediate response to night/weekend emergencies Urgent support based on customer impact
02 · Support ChannelsVarious support channels for fast problem resolution
Online inquiry · Channel Talk · email · phone supportChoose the consultation method that fits your environmentInstant ticket issuance and real-time status trackingRapid remote-support response for emergencies (RemoteCall)
1:1 Online Inquiry- Website intake · file attachment
- Status tracking
Live Chat Support- Real-time support via Channel Talk
- Engineer escalation when needed
Phone Support- Main support line
- Instant ARS connection
Email Support- ts.tac@seculayer.com
- Automatic intake confirmation
Remote Support- Remote access support for emergencies
- Secure remote response with customer consent
03 · Updates & AftercareCustomer-centric tailored services and updates
Feedback-driven patches and regular new-feature updates - immediate emergency patches for vulnerabilitiesOptimized configuration guides and operation manuals for SIEM · UEBA · SOAR · AIAftercare and regular inspection programs ensuring long-term stable operation2025 Update Status
SIEM - Security rule updatesWeekly
UEBA - AI model patches2x / month
SOAR - Playbook libraryMonthly
AI - Agent modelQuarterly
04 · R&D CollaborationExpert collaboration between engineers and the R&D lab
Engineers quickly identify issues and provide immediate first responseComplex issues are resolved by opening cases with SecuLayer R&D and dev teamsRecurring failures are detected early via AI analysis - preventive supportEscalation Process
1
Issue Intake (1:1 inquiry · Channel Talk)Auto ticket issuance · severity classification · engineer assignment
2
TAC Engineer First ResponseRemote diagnosis · guidance · escalation decision if unresolved
3
R&D Lab · Dev Team Case OpenSource-level analysis · hotfix · patch deployment · prevention report
Experience SecuLayer TAC technical support right now
Operating Hours
- Direct engineer response, weekdays 09:00-18:00
- 24x7 emergency incident support
- ts.tac@seculayer.com