Resources · Support
How can we help?
Technical support for GuardStance customers and organizations in a POC. Support is in English; hours and response targets are set in your support agreement.
Contact usHow do you reach us?
| Channel | Address | Scope |
|---|---|---|
| support@guardstance.com | All support requests | |
| Your partner | Through your partner | First-line support for managed and MSSP customers |
How are requests prioritized?
Response targets depend on your support agreement, and its table prevails.
| Level | Definition | Example |
|---|---|---|
| Severity 1, critical | Production down or data protection not working, with no workaround | Management appliance unreachable, or endpoint agents disconnected in bulk |
| Severity 2, high | A major function impaired, with production still running | A channel producing no events, or the console unreachable |
| Severity 3, medium | Limited impact, with a workaround | One endpoint affected, a reporting error or policy tuning |
| Severity 4, low | A question, a cosmetic issue or a feature request | A documentation question or an interface suggestion |
What does support include?
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Product defects
Diagnosis and resolution.
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Installation and upgrades
Help with installing, upgrading and configuring.
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Policy guidance
Advice on policy and rule design.
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Detection results
Help evaluating false positives and false negatives.
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Security updates
Security updates and patches.
What is a separate service?
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Running your policy set
End-to-end design and operation, included in managed and MSSP models.
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Third-party systems
Managing systems that are not GuardStance.
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Custom integrations
Development work for your environment.
How does a ticket move?
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Open it
Send your environment, the affected module, error messages and impact.
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Triage
The ticket is classed by severity and assigned to an engineer.
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Escalate
If progress stalls, it moves to a senior engineer, then support management.
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Critical incidents
Severity 1 tickets get regular status updates until resolved.
What should a ticket include?
Product version, deployment model, affected module, when it started, error messages and how many users are affected.
What should you leave out?
Do not attach real personal data or customer files. Support agrees a secure transfer if a sample is needed.
How do updates work?
Signed upgrade packages install in a maintenance window you set. Air-gapped networks update from a file.