Support
Structured, auditable support channels with clear response targets.
CMDBx provides structured, auditable support to ensure timely responses and clear ownership. All support requests are tracked to maintain traceability and accountability. Signed-in users can submit product bugs and feature requests from the Feedback control in the tenant header and follow progress under My feedback.
Contact Channels
- General Support: [email protected]
- Security & Vulnerability Reports: [email protected]
- Privacy & GDPR Requests: [email protected]
Each request is logged and tracked through a secure ticketing system.
Do not use product feedback for security vulnerabilities or privacy requests. Those reports must continue through the dedicated security and privacy addresses above. Never include passwords, API keys, or other secrets.
Support Hours
Support is provided during standard business hours, Monday to Friday, excluding public holidays.
Critical security or availability issues are prioritized according to severity.
Response Targets
| Priority | Description | Initial Response |
|---|---|---|
| P1 - Critical | Platform unavailable, security incident | Within 4 business hours |
| P2 - High | Core functionality impaired | Within 1 business day |
| P3 - Normal | Questions, guidance, feature requests | Within 2 business days |
Scope of Support
Support includes:
- Platform usage questions
- Connectivity and sync issues
- CMDB analysis and reporting guidance
- Security and privacy inquiries
Support does not include:
- ServiceNow configuration changes
- Custom implementation or consulting services (unless separately contracted)
If you have questions about support coverage or SLAs, please contact [email protected].