Incident Response

Be ready to deal with cyber security incidents

Dealing with the increasing frequency and complexity of security threats is a challenge for every business. That’s why Telstra Incident Response offers a managed service that gets your business ready to efficiently deal with potentially damaging cyber security incidents.

Key features

We provide priority, around-the-clock access to Telstra’s highly-skilled and vastly experienced Computer Emergency Response Team (CERT) when you need them most. Our Incident Response service works on a retainer model to respond quickly when you notify us of a suspected incident, including unauthorised or compromised access to your systems, data loss or theft, network viruses, unauthorised payments, suspicious network activity or ransomware attacks.

Dedicated incident support

Receive an allocation of between 40-150 hours support from our CERT professionals, paid for on a retainer basis.

One hour response target

No time is wasted when an incident occurs. We target a response time of one hour from when an incident is reported for triage.

Advanced preparation

We work with your team to create a contingency process prepared in advance to better mitigate issues.

Global coverage

Our comprehensive global coverage and experience secures both domestic and overseas operations.

Security consulting

If you don’t experience an incident within the contract term, you can use the retainer for up to five days of security consulting services.


Telstra Incident Response provides peace of mind in knowing your incident will be handled quickly, reducing any disruption to your business and providing help when you need it.

Around-the-clock access to expertise

Feel confident your security is supported by expert cyber-security personnel on call whenever you need them.

Protected by advanced threat intelligence

Benefit from our state-of-the-art Security Operations Centres for advanced tools and threat intelligence.

Fast, prioritised response to incidents

Our retainer-based service provides fast, prioritised response to reduce disruption to your business.

Cost-effective protection

Benefit from a low up-front commitment and a competitive monthly fee – and if your retainer service is unused we’ll provide five days of security consulting.

Is your business ready to handle a cyber attack?

The Telstra Purple Incident Response Readiness Assessment gives you the ability to reappraise your response to a security incident across the entire organisation ensuring you are meeting your security, governance, privacy and compliance requirements.

How it works

Telstra Incident Response is purchased in advance to have Telstra on retainer in the event of a major security incident. The retainer covers an allocation of hours, dependant on the tier. It must be purchased before you experience an incident to access priority resources.

As soon as you suspect your business has suffered a cyber-attack, simply call our dedicated Telstra phone number. Our team of security specialists will arrange a triage call within an hour to quickly initiate the Incident Response process.

They will commence analysis as soon as you provide the required data, then investigate and provide advice to contain the threat. If you also have our Cyber Detection and Response service we can respond faster as we’ll already have access to your logs and an understanding of your ICT environment.

You’ll receive daily updates throughout the process, as well as a written report with recommendations to help you put measures in place in an effort to prevent the incident from recurring.

If the retainer service is unused, it can be redeemed for Purple Security Consulting and Professional services.

Incident Response Tiers

Telstra’s Incident Response service is a pre-paid block of incident response hours at a discounted hourly rate and available in three tiers depending on your requirements:

  • Essentials – A single use product to have Telstra on retainer in the event of a major security incident. It provides an annual allocation of 40 hours for a single cyber-security incident, handled by our CERT professionals. If more than 40 hours are required, our experts will still be available to help on an hourly rate. Unused Incident Response hours can be used for other Telstra Purple security consulting services
  • Advanced – Offers a service duration of 24 months with a total of 100 retainer hours for the term. It includes a two-day Incident Response Readiness Assessment.
  • Premium –  In addition to the inclusions in the Advanced tier, this is a 36 month incident response package offering a total of 150 retainer hours for the service duration. There is an enhanced four hour SLA to further reduce the incident impact.

Telstra Incident Response Tiers

Service Essentials Advanced Premium
Online/Phone Support 24 x 7 24 x 7 24 x 7
Service Duration 12 Months 24 Months 36 Months
Hours of work included during Business Hours 40 (single incident) 100 150
Kick off workshop ✓ Included ✓ Included ✓ Included
Quarterly briefing ✓ Included ✓ Included ✓ Included
Annual Executive briefing N/A ✓ Included ✓ Included
Initial Remote Response Next business day 8 hours 4 hours
Incident Readiness Assessment (for Enterprises) N/A ✓ Included ✓ Included
Onboarding activity (for Government) N/A ✓ Included ✓ Included


Why Telstra

Security Intelligence

Get integrated, end-to-end network visibility for a faster, more co-ordinated response to incidents through our Security Operations Centres.

Access to trusted expertise

Work with Telstra’s team of more than 500 skilled data scientists, DevOps, business and security analysts to help secure your business.

Keep your security tools up-to-date

We invest in security innovation to bring you new platforms for rapid, automated security alerts and management.

Getting started

Register here and our team will contact you with more information about Telstra Incident Response