Access the Comcast Business Endpoint Detection and Response (EDR) (Answered)

This article will walk you through accessing the Comcast Business Endpoint Detection and Response (EDR) portal. In the EDR portal, you can monitor and determine the response to threats on endpoints (such as laptops, desktops, and servers) within your network. You can access the EDR portal in My Account. To gain access to the portal in My Account, you’ll need permission from your My Account administrator.   

Please note: You will need to use an email with your company’s email domain when registering for My Account and use the same email when you provision the EDR Service. If you use any non-company email domain to register in My Account, the EDR portal will deny access. 

1. Sign in to My Account.
   Note: if you have not activated My Account, please see Register for Comcast Business My Account.
2. On the Overview page, select Cybersecurity from your Subscribed Services and click the Endpoint Detection & Response link.
   
   
   
   
3. This will take you to the Comcast Business EDR portal, where you can manage your EDR service.
4. In the EDR portal, click the Access EDR Services button to access EDR cloud management console.
   
   
   
   

Note: If you do not see the link or are unable to access the Comcast Business Endpoint Detection and Response (EDR) portal, please contact Business Customer Support at (800) 391-3000.

The EDR portal provides access to EDR service user management, help and support, and the EDR cloud management console.

Users can be managed under Users in the EDR Portal. Below are the different user roles available and their capabilities:

• My Account Primary Manager  
  • Designated as the EDR Account Owner.
  • Can assign roles to other users (viewer, IT support, analyst, analyst IR advanced, EDR Administrator) and EDR Administrator.
  • Can manage (edit / add / remove) all users. 
• EDR Administrator
  • Can assign roles to other users (viewer, IT support, analyst, analyst IR advanced, EDR Administrator).
  • Cannot manage (edit / add / remove) roles of any other EDR Administrator.
• EDR Account Owner change
  • If the My Account Primary Manager is changed, the EDR portal will assign the new Primary Manager as the new EDR Account Owner. 
    
    

To remove a user from the EDR Portal:

1. Select the user from the Users tab.
2. Scroll past the permissions and click Remove Access.
   
   
   
   

You can configure EDR email notifications from the EDR cloud management console. Please follow the below steps:

1. Log in to the EDR Portal console.
2. Click on the Settings icon on the left-hand menu.
3. Click on the Notifications tab.
4. Under Email Notifications, toggle the switch to On.
5. Enter the email address where notifications should be sent.
6. Select which events should trigger an email notification.
7. Click Save to apply the changes.

If your screens appear to be different than the screens displayed in the Invite a user steps above, follow these steps below.

For new users

1. Sign in to My Account and select Users from the lefthand menu. 
   
   
   
   
2. Select Invite New User.
   
   
    
3. Enter the new user's email address and select Verify email.
   
   
    
4. Once the email address is verified, enter the new user’s first and last name. 
   
   
   
   
5. Use the checkboxes to select the user’s access options. Users will have access to My Account as a default setting. Users can have a combination of billing, account, user, and service portal permissions. Click the Next button in the bottom right corner of the screen. 
   
   
   
   If you select Service Portals, clicking Next will launch the Select Permissions page, where you will use dropdowns to set the user’s access to the appropriate service management portals. When you are done assigning permissions, select the Next button on the bottom right of the screen.
   
   
   
   
6. On the Billing Accounts page, use the checkbox(es) to assign billing account(s) to the user. Select Next in the bottom right corner when finished.
   
   
   
   
7. Review the User Information section and select Send Invite.
   
   
   
   
8. The user will receive an email invitation that will expire after 24 hours.
9. To update an existing user’s EDR access level: locate the user’s profile. Scroll down to Service Permissions, then select Edit Permissions.
   
   
   
   
10. Use the Select Permission dropdown for Endpoint Detection & Response (EDR) to set the user’s permission. Click the Next button on the bottom right corner of the screen.
    
    
     
11. Select Save Changes. A success message will be generated when your changes are successfully saved.
    
    
    
    

To set preferences for what Comcast Business notifications the user will receive via Text / SMS, email, or both, select the profile icon on the top right of the screen and select Text & Email Preferences from the dropdown. 

To receive notifications for Endpoint Detection & Response (EDR) and Managed Detection & Response (MDR) support tickets:

1. Select Support Tickets from the left menu under Account Management.
2. Use the checkboxes to select Email and/or SMS to receive notifications for EDR and MDR support ticket updates. 
3. Select Save Changes. My Account will generate a Preferences saved success message.
   
   
   
   

You can also access support tickets by adding the Support Tickets widget to your dashboard.

• On your account Overview screen, use the All Widgets dropdown in the top right corner to select Support Tickets. Select Save.
  
  
   
• On the Support Tickets widget, you can select Active Tickets to see all active tickets, or select Action Required, Opened, or In Progress to view tickets by status.
  
  
  
  
  
  
• You can use the dropdowns to filter tickets by Type, Status, and/or Service.
  
  
  
  

EDR events are also tracked in the Activity widget on the Overview and in the Activity feed.