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Binary Defense MDR Agent Support Policy

11.22.21

To maintain our high standard of detection in an ever-changing threat landscape and to ensure compatibility with modern operating systems, Binary Defense is announcing a new sunsetting policy for Managed Detection and Response (MDR) Agent software. Effective January 1, 2022 Agent software below version 4.6.10 will not be supported. While we can make a great many adjustments in detections server-side, there are times when an update in Agent is necessary to ensure that you are not leaving your organization vulnerable.

Binary Defense will support any Agent version released within the last rolling 12 months. As we announce new versions, we will include a support matrix to easily identify the current supported versions. As of February 1, 2022, versions older than one year will no longer report alarms to your portal and will need to be upgraded prior to their one-year anniversary.

We previously announced that we would end support for Windows 7 and Server 2008 R2 in January of 2021. We will now support both until January 14, 2022 to coincide with Microsoft’s ending of the ESU program for those operating systems. At that time, we will also end support for MacOS versions 10.12 and 10.13.

With CentOS being discontinued at the end of 2021, we will be dropping support at some point in 2022, but will be adding full support for RHEL. We will communicate more details as we finalize those plans.

MDR Technical Support

In order to better serve our clients as the MDR Support Department grows, we are moving technical support exclusively to our ZenDesk ticketing system. This will allow all issues and questions to be visible to the entire support staff at all times and thus ensure prompt resolution for your issues. ZenDesk is also the system that is used for SOC alarm escalations so all communications will be consolidated.

If you go directly to https://bdshelp.zendesk.com/ and log in you will be presented with a support request form.

For now, if you have any immediate questions or need assistance upgrading to the latest release, please continue to contact us at: [email protected].

Thank you for trusting Binary Defense to help keep your business free of harm from cyberattacks.

Binary Defense MDR Support