Support
Welcome to CheckSec's support site! Here you'll find information that will help you get the most from CheckSec's products.
Support overview
- 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).
- CheckSec Support will review and triage the issue, with responses given within the agreed support response times.
- Further information may be requested, such as logs files, browser debug data, etc..
- In the scenario of more complex issues, a remote debugging may be suggested (if possible) using a suitable video conferencing and screen sharing application.
- 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:
Support level | Support hours |
---|---|
Standard | 09:00 - 17:00 GMT (BST), Monday to Friday |
Premium/Enterprise | 07:00 - 19:00 GMT (BST), Monday to Friday. |
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
CheckSec products
Canopy
Canopy documentation is maintained on a per (minor) release version - sorted from latest first:
For a list of support releases of Canopy, see:
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:
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
Other useful logs, e.g. webserver (nginx / apache) or database (PostgreSQL / Oracle) are managed separately to Canopy and are vendor/environment specific.
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
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Recent updates
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Security at CheckSecOct 25, 2018 • contributed by Dave Ryan
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Supported releasesOct 25, 2018 • contributed by Dave Ryan
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Service Level AgreementOct 25, 2018 • contributed by Dave Ryan
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Getting supportOct 25, 2018 • contributed by Dave Ryan