Support policy
What to expect from support
Open a ticket from Your account and choose how serious the problem is. The severity sets how quickly we aim to reply first.
Severities and first-reply targets
| Critical | Monitoring is down at all sites.First reply within 4 hours |
|---|---|
| High | Monitoring is down at one site, or alerts aren't going out.First reply within 8 hours |
| Normal | Something isn't working as it should, but monitoring carries on.First reply within 1 day (24 hours) |
| Low | A question, a how-to or a small problem.First reply within 2 days (48 hours) |
Targets are counted in calendar hours from when the ticket is opened, and they are for the first reply from support, not for a fix. The support queue puts tickets past their target first.
How it works
Anyone in your organization can open a ticket in Your account › Support, and everyone in it can follow and answer it there. We email whoever opened it when support replies.
If you can't sign in to Your account, email support@monitaria.com.
A ticket's status
- Open
- Waiting for your reply
- With support
- Resolved
- Closed
Your reply sends a ticket back to support and reopens a resolved one; you can close and reopen your own tickets.
What support can see
Only what you write in the ticket. Neither Your account nor our team can connect to your collectors or the data on them. Copy in the collector version (it's in the header, and Help › About this collector also gives the build), messages or screenshots that help, and leave out anything that identifies a person.
Healthcare customers: don't include patient information in tickets or emails, including text copied from logs or screens. We never need it to help you.
Sales, renewals and security reports
Quotes, invoices, purchase orders and renewals: sales@monitaria.com. Security vulnerabilities: the disclosure policy.