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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 handled via email-based ticketing to maintain traceability and accountability.
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.
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].