Support Services
Supporting your cloud security needs with exceptional service.
Supporting your cloud security needs with exceptional service.
Contact the Concourse Labs Support Team
Request product changes and enhancements
Learn more about Concourse Labs support services
Learn more about Concourse Labs priority definition
Consult Concourse Labs support lifecycle
Review terms for Concourse Labs support offerings.
Feature | Standard | Premium more info |
---|---|---|
Hours of Operation | 9:00AM-6:00PM ET Mon – Fri excludes “bank” holidays | 24 hrs/day 7 days/week 365 days/year |
Length of Service | 1, 2 or 3 years | 1, 2 or 3 years |
Product Updates | Yes[1] | Yes[1] |
Access Method | Web[2] | Web[2] |
Response Method | Email/Telephone | |
Remote Support | Yes | Yes |
Access to Knowledge Base | Yes | Yes |
Max number of Support Admins | 2 | 6 |
Number of Support Requests | Unlimited | Unlimited |
Designated Technical Account Manager (TAM) | No | Yes |
[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.
“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:
“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:
“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.