Short answer
You contact FirstNet's Rapid Response support desk, whichever security platform the issue involves. Rapid Response is the single entry point for incidents, service requests and escalations, so you do not need to manage vendor support queues yourself.
In detail
How support works:
- You log a ticket with Rapid Response by email, phone or portal
- FirstNet triages the issue and resolves it, or escalates into the vendor behind the service, such as Sophos, Fortinet, Mimecast or Cloudflare, using partner-level escalation paths
- Response commitments are set by your contracted SLA, and support hours depend on the service and tier you contract, for example 8x5 or 24x7 for Firewall as a Service
- Only your authorised technical contacts can log and approve service requests and changes
Problems that span services stay with FirstNet. For example, a Cloudflare issue that touches FirstNet connectivity or hosting is coordinated inside FirstNet rather than handed back to you.
For threats detected by Sophos MDR, FirstNet's support desk receives the Sophos notification and its Incident Response team mobilises with you under the runbook agreed during onboarding.
Keep your list of authorised contacts up to date so requests are not delayed.
Source: FirstNet Security service page →
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