Helpdesk & Client Support

Support SLA Tiers

We provide guaranteed support turnarounds for enterprise customers based on priority levels:

- Priority 1 (Blocker): Response within 15 minutes, continuous resolution focus.

- Priority 2 (High): Response within 2 hours.

- Priority 3 (Medium): Response within 24 hours.

Ticket Intake and Diagnostics

To open a support request, send an email to [email protected]. Our automated helpdesk will parse the subject, classify the priority tier, and assign an engineer.

When filing tickets, please attach encrypted diagnostics packages generated via the platform CLI tool (`neurosec-cli --diagnose`).

Frequently Asked Questions

Q: How do we update our zero-trust access boundaries?
A: Access boundaries are managed via Doppler secrets and Tailscale ACL configurations. Refer to the Administration section of the platform documentation.

Q: What happens if an autonomous fix fails?
A: The remediation loop automatically rolls back the environment to the last known stable state and alerts the on-duty engineer.