Contact Support
The Guardian Pro team is here to help you get the most out of the platform. Whether you have a question, need help resolving an issue, or want to discuss your governance strategy, there are several ways to reach us.
Support Channels
In-App Support Tickets
The primary way to submit support requests and track their resolution:
- Open Guardian Pro and navigate to Support from the left sidebar.
- Click New Ticket to submit a request.
- Track the status of your open tickets from the support dashboard.
In-app tickets record your organisation and subscription plan (and your current AWS account, if you attach it), so the support team starts with the context it needs.
In-Product AI Assistant
For quick questions about features, configurations, or your infrastructure:
- Click the chat icon in the bottom-right corner of the Guardian Pro console.
- Ask your question in natural language.
- The AI Assistant can answer questions about your findings, costs, compliance status, and how to use Guardian Pro features.
The AI Assistant is available on all plans and is often the fastest way to get answers to common questions.
Security and Privacy
- Security concerns -- Open an in-app ticket, or use the contact page on our website if you don't have a Guardian Pro account.
- Data deletion requests -- While your subscription is active, open an in-app ticket with the category Data Deletion Request. After your subscription has ended, or if you can no longer sign in, use the contact page on our website. See Data Privacy.
What to Include in a Support Request
To help us resolve your issue as quickly as possible, include the following information:
For Technical Issues
| Information | Where to Find It |
|---|---|
| Description of the issue | Describe what you expected to happen vs. what actually happened |
| Steps to reproduce | List the steps you took before the issue occurred |
| AWS Account ID | The 12-digit account ID where the issue occurs (found in the account selector) |
| Correlation ID | Displayed in error messages, remediation details, and scan results |
| Browser and version | Your browser name and version (e.g., Chrome 120) |
| Screenshots | Screenshots of error messages or unexpected behavior |
| Time of occurrence | When the issue first occurred (include timezone) |
The correlation ID is the single most useful piece of information you can provide. It allows our team to trace the exact sequence of events related to your issue across all system components.
For Billing Questions
- Your Guardian Pro organization name
- The AWS account ID linked to your Marketplace subscription
- The specific billing concern or question
- Any relevant invoice or billing period details
For Feature Requests
- Description of the desired capability
- The use case or problem it would solve
- How it would fit into your existing workflow
Priority Levels
New tickets start at Medium priority. The support team sets the priority from the impact you describe, so say how the issue affects you:
| Priority | Definition | Example |
|---|---|---|
| Critical | Guardian Pro is completely unavailable or a critical function is broken, with no workaround | Cannot log in, all scans failing across all accounts, data loss |
| High | A major feature is impaired but a workaround exists | Remediation failing for a specific service, cost data not syncing for one account |
| Medium | A feature is not working as expected but impact is limited | A specific compliance control showing incorrect status, chart rendering issue |
| Low | A minor issue, cosmetic problem, or general question | Documentation question, UI alignment issue, feature inquiry |
First-response targets vary by priority and subscription plan. See SLA for details.
Support Hours
| Plan | Support Hours |
|---|---|
| Solo | Business hours for every priority |
| Starter | Business hours for every priority |
| Growth | Business hours for every priority |
| Scale | 24/7 for Critical; business hours for High, Medium and Low |
| Enterprise | 24/7 for Critical and High; business hours for Medium and Low |
Business hours: Monday-Friday, 9 AM - 6 PM UK time (GMT in winter, BST in summer)
Support requests submitted outside of your plan's support hours will be addressed when support coverage resumes.
Escalation
If you feel your issue is not being addressed with appropriate urgency:
- Update the ticket in the support portal with additional context about the business impact.
- Request escalation by updating the ticket with "Escalation Request" in the message.
Self-Service Resources
Before contacting support, you may find the answer in our self-service resources:
| Resource | Best For |
|---|---|
| FAQ | General questions about Guardian Pro |
| Common Issues | Login, dashboard, and UI problems |
| CUR Issues | Cost data configuration and sync problems |
| IAM Issues | Permission errors and role deployment failures |
| Scan Issues | Scan failures and missing resources |
| AI Assistant | Quick, context-aware answers about your infrastructure |
Providing Feedback
We value your feedback and use it to improve Guardian Pro. You can provide feedback through:
- AI Assistant feedback -- Use the thumbs up/down buttons on assistant responses to rate their helpfulness.
- Feature requests -- Submit via an in-app support ticket.
- General feedback -- Use the in-app feedback option or submit a support ticket.
Enterprise Support
Enterprise customers receive enhanced support capabilities:
- 1-hour Critical first response -- Compared with 2 hours on the Scale plan.
- 24/7 coverage for High priority -- In addition to the 24/7 Critical coverage of the Scale plan.
Contact us through the in-app support or book a demo to learn more about Enterprise support.