Talos Support Documents

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pos: left-center; offset: 0"> <form class="uk-search uk-search-navbar uk-width-1-1" onsubmit="return false;"> <input id="search-navbar" class="uk-search-input" type="search" placeholder="Search support docs" autofocus autocomplete="off"> </form> <ul id="search-navbar-results" class="uk-position-absolute uk-width-1-1 uk-list"></ul> </div> </div> <script> SimpleJekyllSearch({ searchInput: document.getElementById('search-navbar'), resultsContainer: document.getElementById('search-navbar-results'), noResultsText: '<li class="no-results">No results found</li>', searchResultTemplate: '<li><a href="{url}">{title}</a></li>', json: "/search.json" }); searchResults("search-navbar"); </script> </div> </div> </nav> </div> <div class="uk-section uk-margin-top"> <div class="uk-container"> <h1 class="uk-h1 uk-text-center">Support Tickets</h1> <p class="uk-text-lead uk-text-center">Select the ticket type that best addresses your concern.</p> <div class="uk-child-width-1-6@xl uk-child-width-1-2@s uk-child-width-1-3@m uk-grid-match uk-text-center uk-margin-medium-top" data-uk-grid=""> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="https://talosintelligence.com/reputation_center/web_reputation"></a> <span class="talos-block-icon navigation-block-icon web_rep_icon"></span> <h3 class="uk-card-title uk-margin">Web Reputation</h3> <p>Report malicious domains, URLs or IP addresses, or request a reputation correction</p> </div> </div> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="https://talosintelligence.com/reputation_center/web_categorization"></a> <span class="talos-block-icon navigation-block-icon web_cat_icon"></span> <h3 class="uk-card-title uk-margin">Content Categorization</h3> <p>Report domains, URLs or web IP addresses with no content category assigned, or request a category change</p> </div> </div> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="https://talosintelligence.com/reputation_center/sender_ip"></a> <span class="talos-block-icon navigation-block-icon sender_ip_icon"></span> <h3 class="uk-card-title uk-margin">Sender IP Reputation</h3> <p>Report IP addresses sending malicious emails, or request a reputation correction</p> </div> </div> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="https://talosintelligence.com/reputation_center/sender_domain"></a> <span class="talos-block-icon navigation-block-icon sender_domain_icon"></span> <h3 class="uk-card-title uk-margin">Sender Domain Reputation</h3> <p>Report email sender domains that are incorrectly blocked or email sender domains that are malicious</p> </div> </div> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="https://talosintelligence.com/reputation_center/file_reputation"></a> <span class="talos-block-icon navigation-block-icon file_rep_icon"></span> <h3 class="uk-card-title uk-margin">File Reputation</h3> <p>Report SHA256 hashes of files believed to be malicious, or request a reputation correction</p> </div> </div> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="https://talosintelligence.com/reputation_center/ips_ids"></a> <span class="talos-block-icon navigation-block-icon snort_rule_icon"></span> <h3 class="uk-card-title uk-margin">IPS/IDS</h3> <p>Submit Snort Rule false positives or request IPS/IDS coverage for a specific CVE.</p> </div> </div> </div> <p class="uk-text-center uk-margin-top-medium">Unsure which ticket type you need? <a href="/docs/submit-ticket" class="underline">Click here for more information</a></p> </div> </div> <div class="uk-section"> <div class="uk-container uk-container-small"> <h2 class="uk-h2 uk-text-center">Frequently asked questions</h2> <p class="uk-text-center uk-text-lead">Find quick answers to the most frequent questions asked by customers</p> <ul id="faq-accordion" class="uk-margin-medium-top uk-margin-medium-bottom" data-uk-accordion="multiple: true"> <li> <a class="uk-accordion-title uk-box-shadow-hover-small" href="#">How current is the Talos Intelligence Reputation Center data?</a> <div class="article-content uk-accordion-content link-primary"><p>The data presented on TalosIntelligence.com is refreshed every 3 hours. This schedule ensures faster query times and manages effective server load.</p> </div> </li> <li> <a class="uk-accordion-title uk-box-shadow-hover-small" href="#">How do I create a Cisco account?</a> <div class="article-content uk-accordion-content link-primary"><p>If a user does not have a CCO ID through Cisco, they can create a <a href="https://id.cisco.com/signin/register">free guest account here</a>.</p> </div> </li> <li> <a class="uk-accordion-title uk-box-shadow-hover-small" href="#">How can I adjust my IP Address reputation score?</a> <div class="article-content uk-accordion-content link-primary"><p>Users can submit a Sender IP Reputation ticket <a href="https://talosintelligence.com/reputation_center/sender_ip">here</a>, and our analysts will investigate. Please provide as many details as possible.</p> </div> </li> <li> <a class="uk-accordion-title uk-box-shadow-hover-small" href="#">How do I submit an email to the Email Status Portal?</a> <div class="article-content uk-accordion-content link-primary"><p>Users wishing to submit samples of spam/phish, ham, marketing or non-marketing emails that may have been mis-identified by ESA/CES, may either download the Microsoft Outlook plugin, or submit to the following emails as an attachment directly. Detailed instructions can be found on <a href="https://www.cisco.com/c/en/us/support/docs/security/email-security-appliance/214133-how-to-submit-email-messages-to-cisco.html">this page</a>.</p> </div> </li> <li> <a class="uk-accordion-title uk-box-shadow-hover-small" href="#">When can I expect a response to a ticket I filed?</a> <div class="article-content uk-accordion-content link-primary"><p>Many factors contribute to how quickly one of our analysts can address your concern, including the type of ticket filed.</p> <h3 id="reputation">Reputation</h3> <p>Correcting reputation scores can be complex, given the large number of threat intelligence sources and automated systems that may be involved. Further, before changing a Threat Level, Talos will determine whether the new level is valid. If there was any error, Talos will ensure any systems or sources are corrected as necessary. Many disputes are resolved via automation; when human intervention is needed, most disputes are nonetheless resolved in one business day.</p> <h3 id="content-categorizations">Content Categorizations</h3> <p>Single English, French and German submissions will be addressed within 1 business day of being submitted (all others within 3 business days). Bulk submissions of less than 50 will also be addressed within 1 business day. Submissions larger than 50 will have the first 50 URLs categorized in 1 business day with the additional URLs followed up with as the team is able. The team operates on a 24/5 schedule aside from some holidays.</p> </div> </li> <li> <a class="uk-accordion-title uk-box-shadow-hover-small" href="#">Can I get a list of all websites for a specified content category, or content category information for a list of URLS?</a> <div class="article-content uk-accordion-content link-primary"><p>No. Aggregated content categorization data is considered proprietary information and requests for such will not be fulfilled.</p> </div> </li> </ul> </div> </div> <div class="uk-section uk-margin-top"> <div class="uk-container uk-container-limited"> <h2 id="support-topics" class="uk-h2 uk-text-center">Unsure what you need help with?</h2> <p class="uk-text-lead uk-text-center">Our support documentation covers a variety of topics to assist you.</p> <div class="uk-child-width-1-3@m uk-grid-match uk-text-center uk-margin-medium-top" data-uk-grid=""> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="/docs/account-setup/"></a> <span class="talos-block-icon navigation-block-icon account_icon"></span> <h3 class="uk-card-title uk-margin">General Account Information</h3> <p class="uk-text-center">Login problems and related information</p> </div> </div> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="/docs/rep-overview/"></a> <span class="talos-block-icon navigation-block-icon rep_center_icon"></span> <h3 class="uk-card-title uk-margin">Reputation Center</h3> <p class="uk-text-center">Common questions about reputation issues and lookups</p> </div> </div> <div> <div class="uk-card uk-card-default uk-box-shadow-medium uk-card-hover uk-card-body-small uk-inline border-radius-xs"> <a class="uk-position-cover" href="/docs/email-portal-access/"></a> <span class="talos-block-icon navigation-block-icon email_portal_icon"></span> <h3 class="uk-card-title uk-margin">Email Status Portal</h3> <p class="uk-text-center">Submitting and monitoring email submissions for classification</p> </div> </div> </div> <div class="uk-text-center uk-margin-medium-top">  <a class="underline" href="/docs/rep-overview/">View all support documentation</a> </div> </div> </div> <div id="offcanvas-docs" data-uk-offcanvas="overlay: true"> <div class="uk-offcanvas-bar"> <button class="uk-offcanvas-close" type="button" data-uk-close></button> <ul class="top-level-mobile-nav"> <li><a href="/">Talos Support Home</a></li> <li><a href="/docs/submit-ticket">Reputation Support Tickets</a></li> <li><a href="https://talosintelligence.com/tickets">My Tickets</a></li> <li><a href="https://talosintelligence.com/incident_response">Incident Response</a></li> </ul> <label class="mobile-section-label">All Support Docs:</label> <h5>Reputation Center</h5> <ul class="uk-nav uk-nav-default doc-nav"> <li class=""><a href=""></a></li> <li class=""><a href="/docs/submit-ticket/">Submit a reputation dispute or content category ticket</a></li> <li class=""><a href="/docs/rep-lookup-issues/">Reputation lookup issues</a></li> <li class=""><a href="/docs/email-magnitude/">Email volume magnitude</a></li> </ul> <h5>Email Status Portal</h5> <ul class="uk-nav uk-nav-default doc-nav"> <li class=""><a href=""></a></li> <li class=""><a href="/docs/email-portal-account/">Email Status Portal account management</a></li> <li class=""><a href="/docs/email-portal-admins/">Email Status Portal administrators</a></li> <li class=""><a href="/docs/email-portal-esa/">Connect with ESA/CES account</a></li> <li class=""><a href="/docs/email-notifications/">Notifications and reports</a></li> </ul> <h5>Reputation Monitoring Service</h5> <ul class="uk-nav uk-nav-default doc-nav"> <li class=""><a href="/docs/rms-general/">Overview & Setup</a></li> <li class=""><a href="/docs/rms-groups/">Monitor Group Management</a></li> <li class=""><a href="/docs/rms-notifications/">Notifications</a></li> </ul> <h5>IPS/IDS Coverage Overview</h5> <ul class="uk-nav uk-nav-default doc-nav"> <li class=""><a href="/docs/snort-escalation/">IPS/IDS Coverage & Snort Rules</a></li> </ul> <h5>General Account Information</h5> <ul class="uk-nav uk-nav-default doc-nav"> <li class=""><a href="/docs/account-setup/">Login information</a></li> <li class=""><a href="/docs/account-problems/">Account problems</a></li> </ul> <h5>Security Tools</h5> <ul class="uk-nav uk-nav-default doc-nav"> <li class=""><a href="/docs/application-visibility/">Application Visibility Control Portal</a></li> </ul> </div> </div> <div id="offcanvas" data-uk-offcanvas="flip: true; 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Talos Support Documents