Contact support

Get help from the VaultWares support team

Support channels

Email support

[e-mail]
Available 24/7
Response time: Based on support tier

Phone support

+1-800-VAULT-WARE
Professional & Enterprise customers
Mon-Fri 8AM-8PM EST

Support portal

portal.vaultwares.com/support
Submit and track tickets
Access knowledge base

Live chat

Available on website
Mon-Fri 9AM-6PM EST
Instant assistance

Support tiers

Standard

Included with all purchases

• Email support
• 24-hour response time (business days)
• Access to knowledge base and documentation
• Community forum access
• Software updates and patches

Best for: Individual users and small teams

Professional

$499/year per organization

• Email and phone support
• 4-hour response time (24/7)
• Priority ticket handling
• Remote assistance
• Quarterly product training webinars
• Early access to new features

Best for: Growing businesses

Enterprise

$2,499/year per organization

• 24/7 phone and email support
• 1-hour response time for critical issues
• Dedicated account manager
• On-site support available
• Custom training sessions
• Architecture and design consultation
• Direct access to engineering team
• Annual security review

Best for: Large organizations with mission-critical deployments

Before contacting support

To help us assist you quickly, please have the following information ready:

1. Product information

   • Product name and model
   • Software version or firmware version
   • License key or serial number
2. System information

   • Operating system and version
   • Hardware specifications
   • Network configuration (if applicable)
3. Issue details

   • Detailed description of the problem
   • Steps to reproduce the issue
   • Error messages or codes
   • Screenshots or logs (if available)
4. Impact assessment

   • How many users are affected?
   • Is this blocking critical operations?
   • When did the issue start?

Collect diagnostic information

Windows

# Generate diagnostic report
vw-diagnostic --full-report --output C:\vw-diagnostic.zip

# Collect system logs
Get-EventLog -LogName Application -Source VaultWares* | 
  Export-Csv C:\vw-logs.csv

# Check service status
Get-Service | Where-Object {$_.Name -like "VaultWares*"}

macOS

# Generate diagnostic report
vw-diagnostic --full-report --output ~/vw-diagnostic.zip

# Collect system logs
log show --predicate 'subsystem == "com.vaultwares"' --last 24h > ~/vw-logs.txt

# Check service status
launchctl list | grep com.vaultwares

Linux

# Generate diagnostic report
sudo vw-diagnostic --full-report --output /tmp/vw-diagnostic.zip

# Collect system logs
sudo journalctl -u vaultwares* --since "24 hours ago" > /tmp/vw-logs.txt

# Check service status
sudo systemctl status vaultwares*

Submit a support ticket

1. Log in to support portal

   Visit portal.vaultwares.com/support and log in with your account credentials.

2. Create new ticket

   Click “New Ticket” and select the appropriate category:

   • Technical issue
   • License or billing
   • Feature request
   • General inquiry
3. Provide details

   Fill in all required fields and attach diagnostic files if available.

4. Set priority

   • Critical: System down, data loss, security breach
   • High: Major functionality impaired
   • Medium: Minor functionality issue
   • Low: General question or enhancement request
5. Submit and track

   Submit your ticket and track progress via email notifications or the support portal.

Emergency support

For critical security incidents or system outages affecting production environments:

Emergency Hotline: +1-800-VAULT-911
Available 24/7 for Enterprise customers only

Emergency support is for:

• Active security breaches
• Complete system failures
• Data loss incidents
• Compliance violations

Regional support offices

North America

VaultWares Inc.
123 Security Boulevard
San Francisco, CA 94105
Phone: +1-800-VAULT-WARE
Email: [e-mail]

Europe

VaultWares Europe Ltd.
45 Encryption Street
London, UK EC2A 4BX
Phone: +44-20-VAULT-WARE
Email: [e-mail]

Asia Pacific

VaultWares Asia Pacific Pte Ltd.
88 Cyber Security Road
Singapore 018956
Phone: +65-VAULT-WARE
Email: [e-mail]

Community resources

Community forum

Ask questions and share knowledge with other users

Knowledge base

Search articles, guides, and troubleshooting tips

Video tutorials

Watch step-by-step video guides

Developer docs

API documentation and integration guides

Professional services

Need help with implementation, migration, or custom development?

Implementation services

Expert deployment and configuration assistance

Security consulting

Architecture review and security best practices

Training programs

On-site or virtual training for your team

Custom development

Custom integrations and feature development

Contact: [e-mail]

Feedback and suggestions

We value your feedback! Help us improve VaultWares products and services:

• Feature requests: Submit via support portal or email [e-mail]
• Bug reports: Use support portal with detailed reproduction steps
• Documentation feedback: Click “Edit this page” at the bottom of any doc page
• Product reviews: Share your experience on G2, Capterra, or Gartner Peer Insights

Service level agreements (SLA)

Response times

Priority	Standard	Professional	Enterprise
Critical	24 hours	4 hours	1 hour
High	48 hours	8 hours	4 hours
Medium	5 business days	24 hours	8 hours
Low	10 business days	48 hours	24 hours

Resolution targets

Priority	Target Resolution Time
Critical	4 business hours (Enterprise: 2 hours)
High	2 business days (Enterprise: 1 day)
Medium	5 business days (Enterprise: 3 days)
Low	10 business days (Enterprise: 5 days)

Resolution times are targets, not guarantees. Complex issues may require additional time. We’ll keep you informed throughout the process.

Escalation process

If you’re not satisfied with the support you’re receiving:

1. Contact your support engineer

   Discuss your concerns with the assigned support engineer.

2. Request escalation

   Ask for your ticket to be escalated to a senior engineer or team lead.

3. Contact support manager

   Email [e-mail] with your ticket number.

4. Executive escalation

   For unresolved critical issues, contact: [e-mail]

Additional resources

System status

Check service availability and planned maintenance

Security advisories

Latest security updates and advisories

Release notes

Product updates and changelogs

API status

API uptime and performance metrics