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. This channel is ideal 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
Your Slack channel should be created and administered by an Escape team member and initially be named support-<customer-name> to ensure proper integration with Escape's support systems and tooling. After setup, the channel may be renamed by the customer according to its organization's preferences. Note that Slack does not offer the possibility for Escape to rename the channel name for the customer. Indeed, after the initialization, the channel name visible to the custom is independant from the name visible to Escape.
Private Microsoft Teams Channel¶
For organizations using Microsoft Teams, a dedicated channel is established within your preferred communication platform. This integration enables seamless collaboration and quick support responses without requiring your team to switch communication tools.
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 Escape platform is engineered to deliver enterprise-grade reliability, performance, and availability. 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¶
Escape is designed to integrate seamlessly into continuous integration and deployment workflows. The platform is engineered with non-blocking behavior, ensuring that security scanning does not halt deployment pipelines even during service incidents. This design philosophy ensures your development velocity remains unaffected.
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
API Health Probe¶
Enterprise customers can implement independent monitoring using the Escape API health probe. This capability allows your infrastructure monitoring tools to continuously verify service availability and receive early warnings of potential issues, enabling proactive incident response.