Support Center
We're here when you need us. Clear routes for incident reporting, service support, and escalation.
Urgent Security Incident?
Call Immediately
Available 24/7 for urgent incidents
+18568649833Press option 1 for active incident escalation. Our on-call incident responder will be engaged within 10 minutes.
Incident Checklist
- ✓ Call the emergency line immediately
- ✓ Do NOT disconnect affected systems unless instructed
- ✓ Preserve evidence and logs before remediation
- ✓ Provide incident responder with full system access
- ✓ Keep communication channel open during response
Response commitment: For Critical tier clients, incident responder mobilizes within 15 minutes. For Assured tier, within 30 minutes. For Foundation tier, within 1 hour of call confirmation.
Support Severity Definitions
Critical
Active security incident causing operational impact or data at risk. Production systems down or compromised.
High
Significant security concern or operational risk with partial impact. Non-critical systems affected or potential threat trending.
Medium
Operational question, configuration issue, or low-risk security finding. No active incident or immediate impact.
Low
General inquiry, documentation question, or minor operational request. No urgency.
Support Hours
24/7 coverage for critical incidents. Standard support available during business hours.
Emergency Incidents
24 hours / 7 days
Always available for active security incidents and critical operational failures.
Business Hours
Monday – Friday, 8AM – 6PM ET
Full support team available for operational questions, configurations, and planning.
Off-Hours Support
Available as needed
Critical Tier clients have on-call access. Other tiers during scheduled maintenance windows.
Before You Contact Support
Identify the Problem
Describe what's happening: affected systems, when it started, what changed. This helps us triage faster.
Check Your Runbooks
We provide documented procedures for common scenarios. Check your runbook portal first—many issues have immediate, documented resolution paths.
Gather Evidence
For incidents, capture logs, error messages, affected asset names, and timeline. This accelerates diagnosis and containment.
Provide Contact Info
Have a primary contact, phone number, and escalation path ready. Incidents move fast—clear communication saves hours.
Get in Touch
Maintenance & Notifications
Scheduled maintenance is typically performed outside business hours. We notify all affected clients 72 hours in advance with specific maintenance windows.