Make a warranty request

If you think you suffered from a cybersecurity event, you can make a request against the Arctic Wolf® Security Operations Warranty program.

The Security Operations Warranty program is available to Arctic Wolf customers who meet the eligibility requirements and have enrolled in the program. To determine your enrollment status, request a new enrollment email, or get more information on the Security Operations Warranty, contact your Customer Success Manager (CSM). If you are eligible for the warranty, but have not enrolled, you can view information about the warranty in the Arctic Wolf Unified Portal. For more information, see Security Operations Warranty enrollment.

Cysurance provides all determinations, supporting services, and payments for requests. Arctic Wolf does not provide these items. All eligible customers are subject to the complete and accepted terms and conditions of the program, which might be subject to change. For more information on the Security Operations Warranty terms, see Arctic Wolf Legal.

These actions are required:

  • Enroll in the Security Operations Warranty program. When you sign your contract, the person identified as the warranty contact will receive an email to enroll in the warranty program. If you did not receive the email, check your spam folder.
    Note:
    • Only the warranty contact can enroll in the warranty program.
    • You must complete enrollment to be covered by the Security Operations Warranty.
  • If you have an Incident Response (IR) Retainer, report an incident before you make a cybersecurity event request. For more information, see Report a cybersecurity incident.
  1. Notify your cyber insurance provider. Arctic Wolf Security Operations Warranty is not insurance and does not replace insurance. Your cyber insurer might have important notification requirements.
  2. Consider these limitations related to warranty requests:
    • Only one request is eligible during each contract year with Arctic Wolf.
    • You must submit warranty requests to Cysurance within 48 hours of Arctic Wolf referring you to an incident response provider. The date of the Arctic Wolf ticket will be used to validate the 48 hour response time. If the event is severe, you can submit your warranty request immediately.
    • As the program participant, you must have a reasonable belief that your covered losses resulting from the event are at least 5,000 USD.
  3. Email Cysurance to start the request process:
    • To — Enter arcticwolf@cysurance.com.
    • Subject — Enter a unique description. If applicable, include your Arctic Wolf ticket number.
  4. Prepare to share supporting logs or other information to validate the event and associated damages.
    Note:

    You have 15 days after discovery to provide Cysurance with information to validate the request.

    • Update your Arctic Wolf ticket to request the necessary logs for Cysurance. Arctic Wolf will help prepare the data in a folder that you can share with Cysurance.
    • If you request it, Arctic Wolf will use reasonable efforts to provide you with additional supporting data.
  5. Respond promptly to Cysurance with any other requested information.