Overview
This policy applies to all customers under an active Elastio license. It describes the support channels available to you, the services included with your license, and the commitments Elastio makes regarding response times and platform availability.
Questions or concerns: support@elastio.com
Support Channels
Elastio provides technical support through three channels.
| Channel | Details |
|---|---|
| Help Center | Submit and track tickets at support.elastio.com. |
| support@elastio.com — opens a support ticket automatically. | |
| Phone | +1 320-373-4563 — for active ransomware incidents and critical escalations. Do not wait for email. |
Response Times
Elastio commits to a 24-hour response time on all support tickets. The team typically responds within a few hours.
Critical incidents are triaged immediately upon detection by Elastio’s Proactive Support service. In 98% of cases, issues are resolved or escalated before customer contact is required.
Included Services
All customers receive the following services at no additional charge under both the Managed Service and Private Cloud deployment models.
Proactive Support
Included in all licenses. A dedicated Elastio service team continuously monitors your tenant to resolve or triage issues before they require customer involvement.
| Capability | Description |
|---|---|
| Proactive Monitoring | Continuous monitoring of your Elastio deployment to detect and mitigate issues before they escalate. Currently, 98% of identified issues are resolved without customer involvement. |
| Issue Resolution | Automatic escalation of critical issues including ransomware detections, failed hunts, backup failures, and suspected tenant account security breaches. Where further diagnosis is required, the support team contacts you directly. |
| Actionable Reporting | Regular reports summarizing issues, resolutions, and recommendations to improve resilience and operational efficiency. |
| Customer Escalation | Direct communication with your team when necessary, ensuring full transparency and alignment on next steps. |
| Dedicated support team | A team fully committed to your success, familiar with your environment and its specific needs. |
| SLA | 24-hour response time commitment. |
Incident Response Service
Included for all customers on the Elastio SaaS and Private Cloud deployment models. Managed by Elastio’s security team to provide expert support during ransomware encryption or malware threats.
| Capability | Description |
|---|---|
| Threat Monitoring | Real-time monitoring of threats detected within your Elastio tenant. The security team evaluates detections and suspicious activity, reducing noise and focusing attention on high-risk events. |
| Expert Guidance | When threats are identified, Elastio’s security team provides analysis and recommended response actions. This includes containment steps, recovery recommendations, and forensic guidance scaled to the severity of the event. |
| SIEM Integration | All threats detected by Elastio are automatically forwarded to your SIEM, ensuring your security team maintains complete visibility and can correlate Elastio threat data with other security signals. |
| Collaborative Escalation | In the event of a confirmed or suspected ransomware incident, Elastio’s Incident Response team engages directly with your team to align on next steps and assist with clean recovery operations. |
| Dedicated security team | Experts in ransomware detection and recovery, available to guide you during critical incidents. |
| SLA | 24-hour response time guaranteed. The team typically responds within a few hours. Incidents are forwarded to any SIEM or alert rules configured in your console. |
Console Uptime
Elastio commits to 99.95% uptime for the SaaS console. Current platform status is available at elastio.statuspage.io.
Support Scope
Support covers the Elastio platform, Hunt Engine, and all native integrations documented at elastio.com/integrations.
Support does not cover third-party infrastructure, customer-managed cloud accounts, or issues that originate outside the Elastio platform boundary.
Changes to This Policy
Elastio reserves the right to update this policy. Material changes will be communicated to customers under active licenses.
Contact
Questions, concerns, or complaints about this policy:
support@elastio.com