Conceal Standard Support

Technical Support Availability

Technical support is available during business hours Mon - Fri from 8am to 8pm EST to address any questions or issues.

Communication Channels

Conceal support offers the following communication channels:

Customer Support Portal (support.conceal.io)
Email (support@conceal.io)

Customer Support Portal

Conceal technical support can also be initiated by visiting our customer support portal. The customer support portal provides the following:

View product announcements and release notes
Download product documentation
Search our knowledge base
Review our FAQs
Find installer downloads
Open and view support request tickets

Email

Conceal technical support can be contacted by sending an email to support@conceal.io.

Sending an email to Conceal support opens a case automatically. Email queries receive an initial confirmation within 30 minutes. Conceal is committed to providing a human response within 8 business hours of receiving a support request.

Support Matrix

Case Severity	Definition	Initial Response Time Goal	Update Frequency	Relief Time Goal	Escalation	Delivery of Resolution
Urgent	The problem causes an outage (extension or backend) to a service (client or backend) so that it is completely unavailable.	1 hour	Hourly	1 business day	Will begin as soon as possible and in any event within 1 business day, allocated resource will communicate action plan to the customer. Action plan will include estimated delivery time of resolution and/or solution.	Service Provider will use continual working day efforts to resolve Urgent problems.
High	The problem causes a disruption of service (extension or backend) but does not disrupt critical functions. No acceptable workaround is available.	4 hours	4 hours or agreed upon interval	2 business days	Will begin as soon as possible and in any event within 2 business days allocated resource will communicate action plan to the customer. Action plan will include estimated delivery time of resolution and/or solution.	Service Provider will use continual working day efforts to resolve High Priority problems.
Normal	The problem causes degradation to a service (extension or backend) but does not disrupt critical functions. An acceptable (by the client) workaround is available until the problem is corrected.	12 hours	Every three days or agreed upon interval	Next maintenance or full release	We will begin as soon as possible and in any event within 5 business days, allocated resource will communicate action plan to the customer. Action Plan will include an estimated delivery time of resolution and/or solution.	Will be fixed in the next scheduled version
Low	This includes any other non-critical or non-serious problem to a service (extension or backend), workflow or feature request.	24 hours	Last day of each working week	Next maintenance or full release	Escalation is at the discretion of management.	Will be fixed in the next scheduled version if possible. Feature requests are subject to Conceal’s discretion.

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