Enterprise Support

CrowdSec Premium Feature

The CrowdSec Console now offers Enterprise Support for users on qualifying plans. This feature allows enterprise users to connect directly with our support team via a built-in chat within the CrowdSec Console.

There are two service level agreements (SLA) for chat support:

• Premium Support: Console platform support with standard response times.
• Advance Support: Comprehensive support including Console platform, Security Engines, Integrations, and all CrowdSec products with faster response times and extended support hours. See pricing and plan details.

Accessing Chat Support

To access chat support, follow these steps:

1. Log in to the CrowdSec Console.

2. Make sure you selected your enterprise grade organization in the organization switcher on the top left corner of the interface.

3. Locate the chat icon at the bottom-right corner of the interface.

   

4. Click the chat icon to open the support chat window.

   

Using Chat Support

Once the chat window is open, you can:

• Send a message: Type your message and hit Enter to contact the support team.
• Track responses: You'll receive real-time responses from CrowdSec support based on your SLA level.
• Attach files: If necessary, you can attach files to help troubleshoot issues faster.
• Keep history: The chat history is saved for future reference.

Service Level Agreement (SLA)

Support Plans Overview

Feature	Premium	Advance
Support Hours	8am - 5pm CET, Business days only	8am - 5pm CET + Out-of-hours support for critical issues
First Contact SLA	3 business days	1 business day
Workaround/Solution SLA	5 business days	3 business days

See the Support Scope Matrix below for detailed coverage information.

Response Time Commitments

First Contact refers to the initial technical response from our support team acknowledging your request and beginning investigation.

Workaround or Solution refers to providing either a temporary workaround to mitigate the issue or a permanent solution to resolve it.

Premium Support SLA

• First Contact: Within 3 business days
• Workaround or Solution: Within 5 business days
• Support Hours: Monday to Friday, 8:00 AM - 5:00 PM Central European Time (CET)
• Business Days Only: SLA timelines apply only to business days (weekends and holidays excluded)

Advance Support SLA

• First Contact: Within 1 business day
• Workaround or Solution: Within 3 business days
• Support Hours: 8:00 AM - 5:00 PM Central European Time (CET) + Out-of-hours support for critical issues only
• Extended Coverage: SLA timelines may include weekends and holidays for critical issues only

Severity Levels

All support requests are classified by severity level to ensure appropriate prioritization:

• High: Impact to business operations - systems may be down or significantly impaired
• Medium: Slight disruption but systems remain online - functionality is partially affected
• Low: General questions, feature requests, or non-urgent inquiries

Note: While severity levels help prioritize requests, the SLA response times apply to all requests regardless of severity classification.

Support Scope Matrix

The following matrix details what is included in each support plan:

Support Area	Premium	Advance
Console Platform	✅	✅
Console troubleshooting and configuration	✅	✅
Console feature usage and best practices	✅	✅
Console-related technical issues	✅	✅
Security Engines	❌	✅
Security Engine configuration	❌	✅
Security Engine troubleshooting	❌	✅
Integrations	❌	✅
Firewall integration setup and support	❌	✅
Bouncer/remediation component setup	❌	✅
Blocklist integration support	❌	✅
Log Processors	❌	✅
Log processor configuration	❌	✅
Log processor troubleshooting	❌	✅
Log processor optimization	❌	✅
Custom Development	❌	✅
Custom scenario development assistance	❌	✅
Custom parser development assistance	❌	✅
General Support	❌	✅
General CrowdSec product support	❌	✅
Architecture and deployment recommendations	❌	✅
Product guidance and best practices	❌	✅

Out-of-Hours Support (Advance Only)

Advance plan customers have access to out-of-hours support beyond the standard 8am-5pm CET business hours, exclusively for critical issues. This extended coverage ensures critical issues that impact business operations can be addressed even outside normal business hours. Non-critical issues will be handled during standard business hours.

Community Support

For community support options, including access to our Discourse forum and Discord server, please visit our FAQ / Troubleshooting documentation page.