Support

Customer Support

We want you to be successful. With the right support plan, you can manage risk, optimize performance, and keep costs under control.

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Universal Support

Every Cloud Storage Security customer has access to the following resources:

  • Help Docs
    • doc-icon

    Help Documentation

    Reference our comprehensive knowledge base covering everything from deployment and configuration to findings and troubleshooting.

    Read the Documentation
    document
  • Email Case Support
    • doc-icon

    Email Case Support

    Connect with a support engineer via email to ask questions or submit a request for assistance with technical issues. Our team is online Monday-Friday and we aim to respond to every message within 1 business day. If you prefer faster response times or technical support over the phone and video conferencing, check out one of our paid support plans.

    Contact Us
    Support_Pane_Email
  • Reporting
    • doc-icon

    Reporting

    Obtain insights via notifications, a storage assessment, usage report, scan results and proactive notifications.

    Learn More
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  • Additional Resources
    • doc-icon

    Additional Resources

    Learn how to deploy our solutions in your cloud environment and protect your data with our solutions.

    Read the End-User Deployment and Configuration Guide
    Support_Pane_Deployment_Guide

Help Documentation

Reference our comprehensive knowledge base covering everything from deployment and configuration to findings and troubleshooting.

Read the Documentation
document

Email Case Support

Connect with a support engineer via email to ask questions or submit a request for assistance with technical issues. Our team is online Monday-Friday and we aim to respond to every message within 1 business day. If you prefer faster response times or technical support over the phone and video conferencing, check out one of our paid support plans.

Contact Us
Support_Pane_Email

Reporting

Obtain insights via notifications, a storage assessment, usage report, scan results and proactive notifications.

Learn More
Support_Pane_Reporting

Additional Resources

Learn how to deploy our solutions in your cloud environment and protect your data with our solutions.

Read the End-User Deployment and Configuration Guide
Support_Pane_Deployment_Guide

Personalized Support

Paid support plans provide extra attention and care to ensure your needs are met. Contact us with questions or to purchase the right support plan for your organization.

Standard

Recommended if you are experimenting or testing

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Business

Recommended if you have production workloads

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Enterprise

Recommended if you have business critical workloads

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Plan Pricing

  • Fees

  • Standard

    $6K per year or
    10% of private offer,
    whichever is higher

  • Business

    $10K per year or
    15% of private offer,
    whichever is higher

  • Enterprise

    $15K per year or
    20% of private offer,
    whichever is higher

Live Support Coverage

  • Email

  • Standard

    9-5 ET, M-F

  • Business

    9-5 ET, M-F

  • Enterprise

    8-8 ET, Daily

  • Phone

  • Standard

    9-5 ET, M-F

  • Business

    9-5 ET, M-F

  • Enterprise

    8-8 ET, Daily

Support Response Times

  • General guidance

    question-mark

    Every reasonable effort will be made to respond to initial requests within the corresponding timeframes listed herein.

  • Standard

    < 24 hours, M-F

  • Business

    < 24 hours, M-F

  • Enterprise

    < 24 hours, Daily

  • System impaired

    question-mark

    Every reasonable effort will be made to respond to initial requests within the corresponding timeframes listed herein.

  • Standard

    < 24 hours, M-F

  • Business

    < 24 hours, M-F

  • Enterprise

    < 24 hours, Daily

  • Production system impaired

    question-mark

    Every reasonable effort will be made to respond to initial requests within the corresponding timeframes listed herein.

  • Standard

    < 24 hours, M-F

  • Business

    < 24 hours, M-F

  • Enterprise

    < 12 hours, Daily

  • Production system down

    question-mark

    Every reasonable effort will be made to respond to initial requests within the corresponding timeframes listed herein.

  • Standard

    < 24 hours, M-F

  • Business

    < 24 hours, Daily

  • Enterprise

    < 12 hours, Daily

  • Business-critical system down

    question-mark

    Every reasonable effort will be made to respond to initial requests within the corresponding timeframes listed herein.

  • Standard

    < 24 hours, M-F

  • Business

    < 24 hours, Daily

  • Enterprise

    < 12 hours, Daily

Coverage

  • Universal assistance 
    (Help Docs, Email, Reporting)

  • Standard

    ✔

  • Business

    ✔

  • Enterprise

    ✔

  • Phone / video conferencing

  • Standard

    ✔

  • Business

    ✔

  • Enterprise

    ✔

  • After business hours support

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    Business hours are generally defined as 9AM - 5PM eastern time (ET), Monday (M) through Friday (F), excluding certain USA holidays and weekends.

  • Standard

    --

  • Business

    ✔

  • Enterprise

    ✔

  • Assisted product updates

  • Standard

    --

  • Business

    ✔

  • Enterprise

    ✔

  • Deployment changes

  • Standard

    --

  • Business

    ✔

  • Enterprise

    ✔

  • Quarterly health check

  • Standard

    --

  • Business

    ✔

  • Enterprise

    ✔

  • Dedicated technical engineer

  • Standard

    --

  • Business

    --

  • Enterprise

    ✔
protect-user

Professional Services

In addition to support plans, we offer professional services plans to help with initial deployments, training, licensing, cost optimization, and first access to upcoming features.

If you’re new to Cloud Storage Security and need some help getting started, contact us to see which plan is right for you. Don’t forget to inquire about bundling professional services for a discount with new purchases.

Contact Us

Our Support Team is Pretty Great, but You Don’t Have to Take Our Word for it

Customers have spoken and they agree!

quote

...within an hour of reaching out via their support email, I was on a video call with Velizar, who patiently stepped through my configuration with me...

- PB @ FanNumbers

quote

Great experience so far. We've been impressed with Cloud Storage Security support & flexibility throughout the sales process...

- Elliot and Team

quote

The level of documentation and support that Cloud Storage Security Inc. has provided has been phenomenal.

- Brian

quote

...what made us choose it [Cloud Storage Security] was the amazing support we got from the team, it made the final setup really easy!

- Fernando