Support Offering
Support designed for real-world operations
📊 Support Plans & Coverage
When identity protection is tied to business continuity, support speed and expertise matter. SpyCloud Support connects you directly with customer-facing technical teams – not outsourced scripts or tier-one deflection – so issues are handled by experts who understand identity threats and your environment.
Use the comparison below to see what’s included with our Base Support and Premium Support options.
| Capability | Base Support | Premium Support |
|---|---|---|
| Support Coverage | US: 9a–5pm CST, M–F Non-US: 9a–5pm GMT, M–F | 24/7 support for critical & high-severity issues |
| Response Priority | Standard response | Priority response & escalation |
| Proactive Maintenance | Planned updates, backups, and optimizations | Included |
| Software Updates & Stability | Keeps products secure, current, and reliable | Included |
| Technical Troubleshooting | Standard issue resolution | Advanced technical analysis for complex issues |
| Expert Advisory Services | — | Included via analyst credits |
| Analyst Credits | — | 2 credits/month (no rollover) |
| Integration Prioritization | — | Included |
| External Consumption Notifications | — | Included |
| Risk Mitigation | Reduces operational and security risk through maintenance | Minimizes business impact through faster resolution & expert guidance |
| Business Impact | Stability, compliance, and reduced operational overhead | Faster recovery, fewer disruptions, and higher confidence at scale |
Updated 11 days ago