Support
Production support is for licensed Incident, Annual, or MSP customers on a currently supported version. Evaluation questions go to the evaluation form.
Hours: Monday–Friday, 09:00–17:00 US Eastern, excluding U.S. federal holidays. Target initial response: one business day. This is a target, not an SLA unless a signed exhibit says otherwise. Emergency 24/7 IR retainers are not included.
Include version, host, reproduction notes, and what you already tried. Do not email case evidence dumps or exploit detail. Severity is assigned from impact: production unavailable, investigation-impacting defect, workaround exists, or question.