Technical Support Availability
Technical support is available during business hours Mon - Fri from 8am to 8pm EST to address any questions or issues.
SLA metrics exclude the time that tickets are in a Pending or On-Hold status.
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
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 the same 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 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 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 business days or agreed upon interval |
Next maintenance or full release |
We will begin as soon as possible and in any event within 3 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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