cybersecurity

Customer support for security incidents, alerts and compliance enquiries

AI agents and senior security specialists handle incident response, threat alerts, and customer security inquiries in 65+ languages — around the clock, across every channel.

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Security officer seated in a dimly lit control room, analyzing multiple surveillance screens.

how it plays out

Real contacts, minute by minute.

Phone English

"We just got an alert that credentials may have been exposed"

Credential exposure incident from enterprise client

Security specialist takes call, confirms client identity with challenge response
Initiates credential rotation protocol and checks exposure scope in dark web feeds
Provides real-time guidance on containment steps for the client's IT team
Schedules incident debrief and sends preliminary forensic timeline

Contained within the hour Incident response initiated

Slack German

"Our SIEM is flooding with alerts after the latest rule update"

Alert fatigue after policy change

AI triages Slack message and pulls client SIEM configuration
Identifies overly broad detection rule causing false positives
Suggests refined rule syntax and tests against recent log samples
Pushes updated rule set and confirms alert volume normalized

Resolved automatically False positives eliminated

Email Japanese

"We need help preparing for our upcoming SOC 2 audit"

Compliance preparation request

AI identifies client tier and assigns compliance specialist
Specialist reviews current control documentation in Japanese
Provides gap analysis checklist mapped to SOC 2 Trust Service Criteria
Schedules weekly prep calls leading up to audit window

Audit prep started Compliance roadmap delivered

Web Chat French

"Is your platform compliant with EU data residency requirements?"

Pre-sales security questionnaire from prospect

AI responds in French with links to current certifications and data processing addendum
Shares completed CAIQ and SIG questionnaire documents
Offers to schedule a call with the security team for deeper technical review
Sends data residency architecture diagram showing EU-only processing

Instant resolution Sales pipeline unblocked

the team behind it

Faces, not a queue.

real members of the global team

Security-Trained Specialists

Incident response coordination, threat containment, and forensic report delivery
SIEM tuning, detection rule optimization, and alert triage across major platforms
Compliance support for SOC 2, ISO 27001, GDPR, and vendor security questionnaires

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Carry the incident context into the specialist handoff

An incident call needs a clear account of what the customer observed and who is authorized to act. Agree the identity checks, severity definitions and on-call contacts in your response playbook. Capture the affected service, event time and reported impact, then hand the case to the designated security specialist with the actions already taken and the question still open.

Configure HeroDash ticket fields for incident reference, affected environment, alert category and approval status. Cascading categories can separate an incident report, SIEM rule enquiry and compliance-document request. Keep evidence references and approved summaries in the ticket under your handling rules. A configured trigger can tag a case and notify its assigned agent when its status changes; the conversation timeline records that execution.

For a noisy SIEM rule, preserve the rule reference, change time and sanitized examples requested by the specialist. Record who approves a proposed change and how its outcome will be checked before reporting it as resolved. Compliance enquiries follow a separate document-review path: identify the questionnaire version, requested control information and authorized reviewer, then send the approved response back to the customer.

what comes off the call

The security-support record

Agree these fields during setup and keep them available to the team receiving the case.

Verified account and incident or enquiry reference
Affected service, environment and reported impact
Event time, rule reference and approved evidence location

Actions already taken and outstanding technical question
Specialist owner, required approval and acknowledgment
Approved customer status message and next contact

Review the required fields and handoff owners during your support walkthrough.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

What belongs in an incident-support handoff?

Use your response playbook to define required fields. These can include the verified account, affected environment, event time, reported impact and actions already taken. Keep credentials and sensitive evidence in the approved systems; record references and permitted summaries in the support case.

How are rule changes and compliance answers approved?

Name the technical change owner and the document reviewer during setup. The support record should show the request, required approval and confirmed result. A customer-facing update follows the authorized response; a ticket notification is not approval to alter a security control.

compliance

How We Handle Your Customers' Data

Every agent, process, and data flow meets the security standards your clients demand.

Named agents on your account, with access reviewed and logged
Encryption in transit and at rest, on the systems you already run
End-to-end encryption for all communications
Role-based access control with audit logging
Background-checked and NDA-bound agents
Secure data handling with retention policies

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start

Map your security-support escalation

Review incident intake, customer updates and approval handoffs against your existing response playbook.

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