What Support is provided to Cirrus Shield customers and how to contact Support?

Cirrus Shield users benefit from differentiated support depending on the version to which they have subscribed.

Client SupportFree VersionPaying ClientPremium
Access to the online help
Email support (support@cirrus-shield.com)
Send user support : questions related to the utilization of the product (as a user or an administrator), issues with the product (bugs).
Support hours (Monday to Friday from 9am to 6pm)
Service Level2 Working days1 Working day

Additional support options are available: administration of your environment, developer support. Please contact us at : support@cirrus-shield.com

Support Premium-Classification of support requests

The requests are classified according to the following criticality:

  • Critical
    • A request that has a critical impact. The customer can no longer use the application or major functionalities of the application are blocked or inoperative:
      • Important features of the application are permanently unavailable. The problem is completely blocking and there is no workaround.
    • The use of the application is not possible due to one of the following reasons:
      • Highly degraded performance of the application or very slow response times.
      • Data corruption.
      • Cannot access the system.
  • Major
    • A request which has a significant impact and which results in:
      • Important features of the application that cannot be used in normal operation and that affect customer service.
      • The problem is not blocking and / or there is a workaround but it impacts customer service.
  • Minor
    • A request that has a low impact. The application can be used normally and only some non-critical features are unavailable.
    • Incidents that have a workaround and / or that have no impact on customer service or team productivity.