StrongDM Support

Support at StrongDM is broken up into three tiers: Bronze, Gold, and Platinum. Each tier has a set of expectations around response times, service-level agreements (SLA), personal interactions, and training, among other concerns. You may read more about Support levels on the StrongDM Service Tiers page.

StrongDM Help Center #

StrongDM Support provides additional information about usage, deployment, installation, troubleshooting, and more, at the StrongDM Help Center.

To request help from StrongDM Support, please visit the StrongDM Help Center and submit a request ticket.

Ticket Severity Definitions #

Tickets submitted to the StrongDM Help Center can have one of four severity levels: Critical (1), High (2), Medium (3), and Low (4). Each severity level has a particular set of parameters to define it, as well as an expected update frequency. Each severity level also carries an expectation of what will be communicated by StrongDM after the resolution of the issue.

Critical (1) #

With a critical severity issue, you cannot reasonably continue your work in your StrongDM organization. You experience a complete loss of service and/or encounter one of the following scenarios:

• All users cannot use StrongDM.
• Users cannot access any resources in their environment.

The update frequency for critical severity issues is a minimum of once per day and a maximum of once per hour. This frequency is determined by how impactful the issue is. A Zoom meeting is typically offered to the customer to recap the issue after it is resolved.

For most critical severity issues, a root cause analysis (RCA) will be provided.

High (2) #

With a high severity issue, your StrongDM organization is running in a degraded mode. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected and there is no temporary workaround. For example:

• Some users cannot use StrongDM.
• Users cannot access some resources in their environment.

The update frequency for high severity issues is a minimum of once per day and a maximum of twice per day (ideally at the start of business and again at the end of the business day). Frequency can be adjusted as needed by how impactful the issue is. A Zoom meeting is available upon request to recap the issue after it is resolved.

For most high severity issues, a root cause analysis (RCA) will not be provided.

Medium (3) #

With a medium severity issue, your StrongDM organization experiences a minor loss of service, resulting in a partial, non-critical loss of functionality of the software. The impact is an inconvenience, which may require a workaround to restore functionality.

The update frequency for medium severity issues is once per day. Frequency can be adjusted as needed by how impactful the issue is.

For most medium severity issues, a root cause analysis (RCA) will not be provided.

Low (4) #

With a low severity issue, you are likely making an information request, reporting a documentation error, recommending a product enhancement, or other similar issues. There is little to no impact to the operations of your StrongDM organization.

The update frequency for low severity issues is once per day. Frequency can be adjusted as needed by how impactful the issue is.

For most low severity issues, a root cause analysis (RCA) will not be provided.