Support Process

1. If you have a premium/enterprise support agreement and the issue is critical/severe, you should escalate to your primary or secondary contact once the issue has been logged (via the ticketing system).
2. CheckSec Support will review and triage the issue, with responses given within the agreed support response times.
   1. Further information may be requested, such as logs files, browser debug data, etc.. 
   2. In the scenario of more complex issues, a remote debugging may be suggested (if possible). CheckSec can support Hipchat, WebEx, Skype (For Business) and Google Hangouts for remote debugging purposes.
3. A resolution (workaround or hotfix) will be provided within the agreed response time.

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