Incident Response
Be ready to deal with 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.
Benefits
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 |
Downloads
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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.