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
Support Portal
The primary way to submit support requests and track their resolution:
- Navigate to support.guardianpro.cloud.
- Sign in with your Guardian Pro credentials.
- Click New Request to submit a ticket.
- Track the status of your open requests from the portal dashboard.
The support portal provides the fastest response times because your request is automatically routed to the right team with full context about your account and subscription plan.
Email
For general inquiries, billing questions, or if you cannot access the support portal:
- Technical support: support@guardianpro.cloud
- Billing inquiries: billing@guardianpro.cloud
- Sales and plan questions: sales@guardianpro.cloud
- Security concerns: security@guardianpro.cloud
Include your Guardian Pro organization name and the relevant AWS account ID in your email to help us assist you faster.
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 to all plan tiers and is often the fastest way to get answers to common questions.
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
Severity Levels
When submitting a support request, classify its severity to help us prioritize:
| Severity | 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 |
Response times vary by severity and subscription plan. See SLA for details.
Support Hours
| Plan | Support Hours |
|---|---|
| Starter | Business hours (Monday-Friday, 9 AM - 6 PM GMT) |
| Business | Extended hours (Monday-Friday, 7 AM - 10 PM GMT) |
| Enterprise | 24/7 for Critical and High severity issues |
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 replying to your support email thread with "Escalation Request" in the subject.
- Enterprise customers: Contact your dedicated support manager directly.
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 the support portal or email.
- General feedback -- Email feedback@guardianpro.cloud with your thoughts, suggestions, or concerns.
Enterprise Support
Enterprise plan customers receive enhanced support capabilities:
- Dedicated support contact -- A named support engineer familiar with your environment.
- Quarterly business reviews -- Scheduled sessions to review your governance posture, discuss feature usage, and plan ahead.
- Custom integrations -- Assistance with integrating Guardian Pro into your existing tools and workflows.
- Priority escalation -- Direct escalation path for urgent issues.
- Custom training -- Onboarding sessions for new team members and workshops on advanced features.
Contact sales@guardianpro.cloud to learn more about Enterprise support.
Next Steps
- Subscription Plans -- Compare plan features and support levels.
- SLA -- Review response time commitments by plan.
- FAQ -- Check if your question is already answered.