Welcome to CheckSec's support site! Here you'll find information that will help you get the most from CheckSec's products.

Support overview

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) using a suitable video conferencing and screen sharing application.
3. A resolution (workaround or hotfix) will be provided within the agreed response time.

A hotfix is an interim software update that is provided to address a specific issue, and does not require updating the full environment. These types of patches are usually less impacting than a full upgrade between releases.

Support Hours

CheckSec provides support during the following times:

Exceptional out-of-hours support may be granted to Premium/Enterprise clients for support during specific activities, such as planned upgrades. Please contact your account manager to discuss such requirements.

Critical Level 1 issues affecting our Premium/Enterprise users can be escalated via their account manager between 07:00 GMT (BST) and 21:00 GMT (BST).

Additional support information

• Getting support
• Service Level Agreement

CheckSec products

Canopy

Canopy documentation is maintained on a per (minor) release version - sorted from latest first:

• Canopy 3.1 Documentation
• Canopy 3.0 Documentation

For a list of support releases of Canopy, see:

• Supported releases

Recording issues/bugs

All issues must first be recorded via the support ticket system. In general, the support ticket system should be used for tracking issues - forums are available for general questions, feature requests, etc. 

The support ticket system is available at:

• https://support.checksec.com 

All Canopy related log files are stored under the following locations

Canopy 3.1+: canopy 3.1.x switched to using the journal system from systemd:

sudo journalctl -u canopy | canopy-celery | canopy-docserver

Canopy 3.0: canopy 3.0.x aggregates all application logs to supervisor:

/var/log/supervisor

These may be requested from time to time for debugging purposes.

For user-interface specific issues, you may be requested to provide any error statements or other details from the browser. This information can be obtained in the following ways:

• Google Chrome: https://developers.google.com/web/tools/chrome-devtools/console/
• Firefox: https://developer.mozilla.org/en-US/docs/Tools/Web_Console/Opening_the_Web_Console
• Internet Explorer: https://msdn.microsoft.com/en-us/library/dn255006(v=vs.85).aspx

Security @ CheckSec

For further information on how we approach security and how you can contact us if you have any security concerns / found any security issues with Canopy or other CheckSec products, please see: Security at CheckSec