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.

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.

Key features

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.

Dedicated incident support

Receive an annual allocation of 40 hours support from our CERT professionals for a single cyber-security incident, paid for on a retainer basis.

Global coverage

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

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.

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.

Advanced preparation

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


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.

How it works

Telstra Incident Response is a single-use product, purchased in advance, to have Telstra on retainer in the event of a major security incident. The retainer covers an annual allocation of 40 hours for a single cyber-security incident. If more than 40 hours are required, our experts will still be available to help, on an hourly rate. The retainer service 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 Security Monitoring 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 five days’ worth of Security Consulting and Professional services.

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

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