Onboarding and Self-Service


Arctic Wolf Unified Portal Escalation Policy

Updated Dec 19, 2023

Update your escalation policy

  1. Sign in to the Arctic Wolf Unified Portal.

  2. Click > Organization Profile.

  3. In the navigation menu, click Escalations.

  4. Review this page to determine if an escalation rule exists for the security incident that you are planning for.

  5. (Optional) To filter the list of escalations, configure one or both of these settings:

    • Contacts — Enter the name of a contact.
    • Escalation Title — Enter a keyword for an alert or event.
  6. To update your escalation policy, do one of these actions:

    • To edit an existing rule, click Request an Update for the rule you want to edit.

    • To add a new rule, click Request a new Escalation.

      Both actions open a new ticket.

  7. In the new ticket, in the Message field, describe the scenario or incident and, for each escalation level, specify who to contact and how to contact them. For example:

    • Scenario: Unusual user activity
      • Level 1: Submit a ticket to Jane Doe (username: janedoe)
      • Level 2: Phone Jane Doe at 555-0103 (work) during business hours
    • Scenario: Compromised system
      • Level 1: Email John Doe at john.doe@example.com (primary) and CC Jane Doe at jane.doe@example.com
      • Level 2: Phone John Doe at 555-0101 (work) or 555-0102 (mobile) at any time
      • Level 3: Phone Jane Doe at 555-0103 (work) or 555-0104 (mobile) at any time
  8. Click Send Message.