Support and SLA¶

AccuKnox answers a P1 ticket within 1 hour on the Gold and Platinum support packages, and within 4 hours on Silver. Your support package, named in your order, sets the coverage hours and the response time for each severity. The terms come from Attachment A of the AccuKnox Subscription License Agreement.

Response Times by Severity and Package¶

Severity	Silver (Standard) first response	Silver updates	Gold (Premium) first response	Gold updates	Platinum (PremiumPlus) first response	Platinum updates
P1	4 hours	1 business day	1 hour	2 hours	1 hour	2 hours
P2	1 business day	2 business days	2 hours	8 hours	2 hours	8 hours
P3	2 business days	3 business days	4 hours	24 hours	4 hours	24 hours
P4	2 business days	3 business days	8 hours	48 hours	8 hours	48 hours

Feature	Silver (Standard)	Gold (Premium)	Platinum (PremiumPlus)
Coverage hours	9 hours a day, 5 days a week	12 hours a day, 6 days a week	24 hours a day, 7 days a week
Phone support	9x5	12x6	24x7
Training	Live admin webinar series and getting started guides	Standard training plus 2 seats in the premium training class	Standard training plus 5 seats in the premium training class
Adoption services	None	None	A named Customer Success Manager

Pick the Severity That Matches the Impact¶

Severity	Definition	Secrets Manager example
P1	A service failure or severe degradation. Users cannot reach a critical business application	The production cluster is sealed or down, and applications cannot read secrets
P2	A partial failure or mild degradation, a non-production instance down, or a bug with significant impact on an integration	One node is down, or the non-production instance is unavailable
P3	A minor impact, a non-critical bug, or trouble integrating a new application	A new application cannot log in through its auth method
P4	A how-to question or a feature request	A question about a policy, or a request for a new auth method

Open a Ticket by Email¶

Send every support request to support@accuknox.com. AccuKnox issues a ticket number for each incident, and every follow-up call must quote it.

Name one support contact and one backup in your organisation. AccuKnox answers support requests from those two people only.

Put these details in the first email, so support can start at once.

The Secrets Manager version and the Helm chart version.
The output of vault status from each pod.
The output of kubectl get pods -n accuknox, and kubectl describe for any failing pod.
The pod logs from the time of the failure, with secret values removed.

Never send key material

Keep unseal key shares, recovery keys, the root token and secret values out of every ticket. AccuKnox support never needs them.

Response Times Exclude These Delays¶

AccuKnox does not count a delay that one of these causes against the response times.

An available update that you did not install.
A change to the operating system, network or environment made by you or a third party.
A customization of the product.
Use of the product in a way it was not designed for.
Use with software or hardware AccuKnox has not approved, or on a platform outside the support matrix.

Uptime Depends on Where Secrets Manager Runs¶

Deployment	Who runs it	Uptime
Self-hosted with the Helm chart	Your team	You control it. A three-node cluster survives the loss of one node, and a second region survives the loss of the first. See High Availability and Backup
Managed shared or dedicated instance	AccuKnox	Every managed instance runs in high availability mode. Your order names the agreement that sets the uptime commitment

For the AccuKnox Cloud Service, the Subscription License Agreement commits to 99.9% availability over each year. The SaaS SLA adds service credits when monthly uptime falls below 99.9%. Check live status at status.accuknox.com.

AccuKnox professional services can also review your application and make the code change to read secrets through the SDK.

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