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Customer Support

Should you encounter any issues with our product, our technical support team is available to provide prompt and professional assistance.

To maintain competitive pricing for our products, we offer customer support through multiple channels with tiered support plans.

Available Channels

Information Confidentiality

If data confidentiality is a concern, we recommend using the online support portal or, when available, our secure live video call service. Both communication channels provide a high level of confidentiality through strong end-to-end encryption.

Technical support for ControlGuard VX is available through the following channels:

Support Plans

Technical support consists of a combination of support tier and support level. Select the tier and level that best suit your current and future organization's requirements.

Tiers

The available support tiers are as follows:

  • Standard: Provides essential support to ensure your installation operates smoothly and remains fully operational.
  • Extended: Offers more comprehensive support than the Standard tier. This includes proactive assistance in identifying and resolving issues, as well as expert guidance during the design and deployment of your ControlGuard vX solution. Additionally, issues can be escalated directly to our Engineering team for accelerated resolution.
  • Premium: Provides the highest support level, with direct access to our Engineering team. Upon request, our team can supply special releases or targeted fixes to address specific issues.

Levels

The response times are determined by your support level, as outlined below:

  • 8x72: 8 business hours support with up to 3 days response time.
  • 8x24: 8 business hours support with up to 24 hours response time.
  • 8x12: 8 business hours support with up to 12 hours response time.

Bug Reports

Should you encounter any issues during the operation and deployment of ControlGuard vX, you can report them using our bug reporting tool. To facilitate prompt investigation and resolution, please include as much relevant contextual and technical information as possible, helping our team to reproduce and verify the reported issue.