Support & Security Hub
Comprehensive support channels, SLAs, incident communication protocols, and security contacts designed for enterprise operations and compliance teams.
Primary Channels
Get in Touch
Multiple contact methods for different needs. Choose the channel that fits your urgency and issue type.
Email Support
Primary support channel for all tiers
Within SLA commitment
Sales & Demo
Pricing, trials, and demos
Within 24 hours
Security Contact
Security incidents & PGP key requests
Within 24 hours
Phone Support
Enterprise & urgent escalations
Business hours: 9–18 CET
Service Levels
Support SLAs by Plan
Response time commitments vary by tier. All SLAs apply during business hours (Mon–Fri, 09:00–18:00 CET). Enterprise plans can include 24/7 support.
Community
Cloud (Free)
Response Times
Includes
- Email support
- Public documentation
- Community forum
Standard
Professional (€449/mo)
Response Times
Includes
- Priority email support
- Knowledge base access
- Onboarding call
- Phone escalation
Enterprise
Custom Enterprise
Response Times
Includes
- 24/7 phone support
- Dedicated TAM
- Architecture reviews
- Custom SLA terms available
Ticket Classification
Priority Levels
Tickets are prioritized based on severity and business impact. Higher priority issues receive faster response and escalation.
P1 – Critical
Production system down or data inaccessible
Enterprise
1 hour
Professional
4 hours
Community
—
P2 – High
Core feature severely degraded or security issue
Enterprise
4 hours
Professional
8 hours
Community
—
P3 – Medium
Feature impaired but workaround available
Enterprise
1 business day
Professional
1 business day
Community
1 business day
P4 – Low
Questions, how-to requests, feature requests
Enterprise
3 business days
Professional
3 business days
Community
3 business days
Resolution Process
Support Escalation Path
Our structured escalation ensures P1 and P2 issues reach senior engineers quickly. All tickets receive regular updates.
Initial Contact
Submit ticket via email or support form. Include: org name, user email, issue description, affected systems, and steps to reproduce.
First Response
Support team responds within SLA, confirms receipt, and provides initial troubleshooting or status update.
Investigation & Updates
Dedicated engineer assigned. Regular updates provided (minimum every 2 hours for P1, daily for P2–P3).
Escalation Path
If unresolved after 6 hours (P1) or 24 hours (P2), escalate to Engineering Lead → CTO. Enterprise: dedicated TAM involved.
Resolution & Documentation
Once resolved, ticket closed with summary, root cause analysis (for P1), and preventive measures documented.
Onboarding Support
Get your organization live quickly with dedicated implementation help.
Professional Plan
- 1 onboarding call
- Agent installation walkthrough
- First scan configuration
Enterprise Plan
- Multi-session onboarding
- Architecture review
- Team training sessions
- 30-day success checkup
Custom Support
- Dedicated TAM (Account Manager)
- Custom SLA terms
- Quarterly business reviews
Incident Communication
Transparent real-time updates during platform incidents.
During an Incident
- Status updates posted to status.bbravegatekeeper.cloud within 15 min
- Enterprise customers: Direct email notification
- Hourly updates until resolved
Post-Incident
- Root cause analysis (P1 only)
- Timeline published 48 hours after resolution
- Preventive measures documented
Enterprise Trust
Security & Compliance Contacts
Dedicated security and compliance resources for qualified enterprises. All communications can be conducted under NDA.
Security Inquiries
Reports, incident response, and security questions.
security@bbravegatekeeper.cloudPGP key available upon request
Compliance & Legal
DPA, SLA terms, and audit documentation.
legal@bbravegatekeeper.cloudAvailable 24 hours in advance notice
Partnerships & MSP
Channel partnerships and managed service programs.
info@bbravegatekeeper.cloudMulti-tenant support and white-label programs
Availability & Uptime
- 99.9% SLA — monthly uptime commitment
- 5 geographic regions — independent infrastructure
- Real-time status page — 24/7 monitoring
- Automated failover — zero-downtime upgrades
Security Standards
- ISO 27001 certified — information security
- AES-256 encryption — data at rest & in transit
- 72-hour patch SLA — critical CVEs
- Annual penetration tests — third-party audited
Ready to Get Started?
Enterprise Support for Your Organization
Contact our sales team to discuss custom SLA terms, dedicated support, and architecture consultation tailored to your requirements.