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Support & SLA

Enterprise Support

Enterprise customers receive dedicated support with rapid response times and expert assistance. All issues are acknowledged, categorized by severity level, and prioritized to ensure critical matters receive immediate attention.

Support Channels

Multiple support channels are available to meet your organization's communication preferences:

Email Support

Technical support is available via support@escape.tech for issues requiring detailed explanation, documentation, or asynchronous follow-up. Use this channel for complex technical inquiries and non-urgent matters.

Private Slack Channel

A dedicated Slack channel connecting your team directly with Escape support engineers is provided for real-time collaboration and rapid issue resolution. This channel enables quick troubleshooting, immediate feedback, and ongoing technical discussions.

Slack Channel Setup and Naming Convention

An Escape team member creates and administers the Slack channel, initially named support-<customer-name> to integrate with Escape's support systems and tooling. After setup, you can rename the channel according to your organization's preferences.

Important: To rename the customer-visible channel, ask a workspace owner, workspace admin, or member with the channel manager role in your workspace. See Slack's documentation on renaming channels.

After setup, your workspace controls the customer-visible channel name independently of the name visible to Escape.

Private Microsoft Teams Channel

For organizations using Microsoft Teams, a dedicated channel is established within your preferred communication platform. Use this channel to work with Escape support in Microsoft Teams.

Community Resources

Beyond dedicated support channels, additional resources are available through the Escape community:

  • GitHub: Open-source repositories, issue tracking, and feature discussions
  • Slack Community: Public community for peer-to-peer knowledge sharing
  • LinkedIn: Company updates and industry insights
  • Twitter: Product announcements and security news
  • Blog: Technical articles, best practices, and product updates

Service Level Agreement

The Service Level Agreement provides clear commitments regarding uptime, incident response, and service quality.

Uptime Commitment

High availability is maintained through redundant infrastructure designed to minimize service disruptions. The platform architecture includes multiple layers of redundancy to ensure consistent service quality and rapid recovery from any infrastructure issues.

CI/CD Pipeline Compatibility

Configure Escape scanning in your deployment workflows using the CI/CD guides.

Monitoring and Transparency

Real-time service status and availability information are provided through multiple channels:

Status Page

The Escape Status Page provides real-time visibility into platform operational status, including:

  • Current system status across all services
  • Scheduled maintenance windows
  • Incident history and resolution updates
  • Subscribe to notifications for status changes