Support Services

Supporting your cloud security needs with exceptional service.

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Get answers quickly from our team of support experts

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Contact Support

Contact the Concourse Labs Support Team

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Change & Feature Requests

Request product changes and enhancements

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Support Services

Learn more about Concourse Labs support services

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Priority Definitions

Learn more about Concourse Labs priority definition

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Support Lifecycle

Consult Concourse Labs support lifecycle

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Support Terms & Conditions

Review terms for Concourse Labs support offerings.

Concourse Labs Support Services

more info
Hours of Operation9:00AM-6:00PM ET
Mon – Fri
excludes “bank” holidays
24 hrs/day
7 days/week
365 days/year
Length of Service1, 2 or 3 years1, 2 or 3 years
Product UpdatesYes[1]Yes[1]
Access MethodWeb[2]Web[2]
Response MethodEmailEmail/Telephone
Remote SupportYesYes
Access to Knowledge BaseYesYes
Max number of Support Admins26
Number of Support RequestsUnlimitedUnlimited
Designated Technical Account Manager (TAM)NoYes

[1] “Update” means a subsequent release of the offering which Concourse Labs makes generally available for similarly licensed customers with an active license and support contract at no additional fee. Updates may include security fixes, critical patch updates, general maintenance, selected functionality, and documentation updates. Updates do not include any product release, option, service, or other product that Concourse Labs licenses separately.
[2] Email where Web access is not available.

The following Priority levels apply to all Service Offerings:

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High Priority

“High Priority” means a critical production issue that severely impacts use of the Service Offering. The situation halts your organization’s business operations and no procedural workaround exists. “High Priority” requires you to have dedicated resources available to work on the issue on an ongoing basis with Concourse Labs, and includes the following situations:

  • The Service Offering is down or unavailable.
  • Data is corrupted or lost and must be restored from backup.
  • A critical documented feature/function of the Service Offering is not available.
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Medium Priority

“Medium Priority” means that major functionality is impacted, or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists. “Medium Priority” includes the following situations:

  • The Service Offering is operational, but performance is degraded to the point of impact on usage.
  • Important features of the Service Offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
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Low Priority

“Low Priority” means a partial, non-critical loss of use of the Service Offering with a low impact on your business or general usage questions and cosmetic issues, including errors in the Service Offering Documentation, inquiry regarding a routine technical issue, information requested on application capabilities, navigation, installation or configuration bug affecting a small number of users. Acceptable workaround is available.

Concourse Labs Support Lifecycle

The support lifecycle of a product encompasses all stages from the first release to the last. Concourse Labs’ support lifecycle policy is based on enterprise industry standards and details the level of support you can expect as your Concourse Labs purchase matures.

Concourse Labs has a routine maintenance window, to deploy new features, bug fixes, security patches, and infrastructure maintenance (“minor” release), each week.  Not all maintenance windows will be used and, in most cases, maintenance will be non-disruptive. Clients can subscribe to receive notification at the start and end of maintenance.  

Periodically, Concourse Labs will have a “major” release to introduce significant new capabilities, deprecate replaced or underutilized capabilities, or make significant infrastructure changes.  

As a SaaS Solution, Concourse Labs’ “minor” and “major” releases are General Availability and in the General Support Phase once released.  During the General Support Phase, clients receive maintenance updates and upgrades, bug and security fixes, along with technical assistance, aligned to their Basic or Premium Support Plan, until the end of their Subscription Term, subject to renewal.  

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