Support Process

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.
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.
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.

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:

/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

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).

For further information see our Service Level Agreement.