This article outlines what the support process for Microsoft Defender Endpoint (MDE) users from NHS Organisations who have devices onboarded on the NHS England Central MDE tenant.
Core Hours Support – Monday to Friday 09:00 to 17:00
All support queries and issues regarding MDE during core hours should be reported to the NHS England MDE Live Services Team. They can be contacted via email at england.mdefeedback@nhs.net
Any Cyber Security related alerts / issues reported via MDE can be reported to the NHS England Cyber Security Operations (CSOC) Team at cybersecurity@nhs.net
Out of Hours Support – Monday to Friday 17:00 to 09:00 Saturday & Sunday – 24 hours
Support for MDE is during core hours only. If you have an issue with the MDE service that is causing a Major Incident outside of the core hours that requires additional support, then please contact the NHS England National Support Desk and they will invoke the Escalation process.
Email: ssd.nationalservicedesk@nhs.net
Tel: 0300 303 5305
Microsoft Premier Support
If an MDE issue requires the assistance of Microsoft to resolve, the NHS England MDE Live Services or the NHS England CSOC team, can raise a Premier support ticket to Microsoft on your behalf. The support process will normally be carried out via email but there may be requirements for you to attend calls via MS Teams and/or provide log files such as Client Analyser logs etc.
If you have your own direct support process with Microsoft, and if you do invoke that process & raise any issues with Microsoft regarding MDE, then please include the MDE team at england.mdefeedback@nhs.net for awareness.
Advice & User Guidance Documents and Major Service Issues
All Advice and User Guidance documents pertaining to MDE such as Onboarding Devices on to MDE can be found on the NHS Futures MDE User Group web page
NHS Microsoft Defender for Endpoint (MDE) User Group – FutureNHS Collaboration Platform
If there any Major Service Issues with MDE, then this will be reported on the NHS Futures
MDE User group Web page
Access to the MDE User Group web page is by invite only. If you require access, then
please email us at england.mdefeedback@nhs.net requesting access.
