Platform
Support
Contact channels and SLA commitments for all Elastio customers. For Proactive Support and Incident Response details, see Platform Services.
For real threats and active escalations. +1 320-373-4563
Three ways to reach support.
For active ransomware incidents, call directly. Don't wait for email.
- 01EmailOpens a support ticket automatically in our system.support@elastio.com
- 02Help CenterSubmit a ticket directly and provide detailed information about your issue.support.elastio.com
- 03PhoneFor real threats and active escalations.+1 320-373-4563
How to Contact Support
Three channels are available. For active ransomware incidents, call directly.
| Channel | Purpose | Contact |
|---|---|---|
| Opens a support ticket automatically in our system. | support@elastio.com | |
| Help Center | Submit a ticket directly and provide detailed information about your issue. | support.elastio.com |
| Phone | For real threats and active escalations. | +1 320-373-4563 |
Console Uptime SLA
Uptime statistics for your tenant are available in real time.
View status at elastio.statuspage.io →- SaaS Console Uptime SLA
- 99.95%
- Maximum Support Response Time
- 24h
- Issues Resolved Without Customer Involvement
- 98%
Response time is not resolution time.
The published support commitment is a response within 24 hours. This is the time to respond to the request, not a promise to resolve the incident or restore systems within 24 hours. For an active ransomware incident, use the direct incident contact above.
Incident Response Service helps interpret findings and recommends next steps. Your team remains responsible for executing containment, remediation, and restoration.
Every Elastio deployment includes Proactive Support and Incident Response Service. Elastio's team monitors your tenant, responds to threats, and resolves issues before they reach you.
01Proactive Support
Issue resolved
02Incident Response
Clean recovery point
Need help now?
Submit a ticket and our team will respond within 24 hours.
Proactive Support monitors your tenant continuously. 98% of issues are resolved before they reach you. When you do need us, we're ready.