Support Tickets

Guardian Pro includes a built-in support ticket system accessible from the left sidebar. You can create tickets, exchange messages with the support team, attach files, and track resolution progress -- all without leaving the platform.

Creating a Ticket

1. Navigate to Support from the left sidebar.
2. Click New Ticket.
3. Fill in the ticket form:
   • Subject -- A short summary of your issue or question.
   • Description -- Detailed information about the problem, including steps to reproduce, expected vs. actual behaviour, and any error messages.
   • Category -- Select the most relevant category: General Inquiry, Security Findings, Remediation, Cost Analysis, Account Management, Billing & Subscription, Platform Bug, Feature Request, Compliance, Wizard Deployment, or Data Deletion Request (to have your organisation's data deleted, see Data Privacy).
   • Attach current account (optional) -- Links your currently selected AWS account to the ticket for context.
4. Click Submit.

New tickets are assigned Medium priority by default. The support team adjusts priority based on the issue's impact and urgency.

tip

The AI Assistant can also create support tickets on your behalf. Just describe your issue in the chat and ask it to open a ticket.

Ticket List

The Support page shows all your tickets with summary statistics at the top:

• Active -- Tickets currently being worked on.
• Awaiting Reply -- Tickets where the support team is waiting for your response.
• Resolved -- Tickets that have been resolved.

Each ticket card shows the subject, status, priority, category, message count, and when it was last updated. Cards are colour-coded by priority along the left border.

Filtering

Use the status and priority filters to focus on specific tickets. You can combine filters or clear them to see all tickets.

Ticket Statuses

Status	Meaning
Open	Your ticket has been received and is waiting to be picked up
In Progress	A support agent is actively working on your issue
Awaiting Reply	The support team needs your response to continue
Resolved	The issue has been resolved -- you can close or reopen the ticket
Reopened	You reopened a previously resolved ticket
Closed	The ticket is closed and no further action will be taken

Ticket Priorities

Priority	Label	When Used
P1	Critical	Platform unavailable or critical function broken with no workaround
P2	High	Major feature impaired but a workaround exists
P3	Medium	Feature not working as expected with limited impact
P4	Low	Minor issue, cosmetic problem, or general question

note

Priority is set by the support team based on impact and urgency. All new tickets start at Medium (P3).

Ticket Detail

Click any ticket to open its detail page.

Status Banner

A contextual banner at the top shows the current state:

• Blue -- Waiting on the Guardian Pro team to respond.
• Orange -- Waiting on you to reply.
• Green -- Resolved. You can close or reopen the ticket.
• Grey -- Closed or cancelled.

Conversation Thread

The thread shows all messages between you and the support team in a chat-style layout. System messages (such as status changes) appear as centred notifications.

To reply, type your message in the text box and press Enter to send (use Shift+Enter for a new line).

info

Once a ticket is closed or cancelled, the conversation thread becomes read-only.

Ticket Details Sidebar

The sidebar shows:

• Ticket ID -- For reference in communications.
• Created by -- Who opened the ticket.
• Source -- Whether the ticket was created via the web form or the AI Assistant.
• First response time -- How quickly the support team responded.
• SLA deadline -- Time remaining until the SLA target is reached. Turns red if the SLA has been breached.
• Last updated -- When the ticket was last modified.

Context Panel

When available, the sidebar shows additional context:

• AI Classification -- An automatically generated label for the ticket type.
• Tags -- Labels applied to the ticket.
• Related Resources -- AWS resource IDs or ARNs linked to the ticket.

Activity Timeline

An ordered list of key events: when the ticket was created, assigned, first responded to, resolved, and closed.

Attachments

You can attach files to a ticket from the sidebar:

• Maximum files: 5 per ticket.
• Maximum size: 10 MB per file.
• Allowed types: PNG, JPG, GIF, PDF, TXT, CSV, ZIP, JSON.

Each attachment shows the filename, file type, upload date, and a download link.

note

Attachments cannot be added to closed or cancelled tickets.

Closing and Reopening

When a ticket is resolved:

• Close -- Confirms the resolution and closes the ticket permanently. Closed tickets cannot be reopened.
• Reopen -- Sends the ticket back for further investigation if the issue persists.

If a closed ticket's issue recurs, create a new ticket and reference the original ticket ID.

Satisfaction Survey

After a ticket is resolved or closed, the original ticket creator is invited to rate their experience:

• Rating -- 1 to 5 stars (Poor, Fair, Good, Great, Excellent).
• Comment -- Optional free-text feedback.

Feedback is submitted once per ticket and cannot be changed after submission.

SLA Response Times

Response time targets vary by priority and subscription plan:

Priority	Solo	Starter	Growth	Scale	Enterprise
P1 (Critical)	8 hours	4 hours	4 hours	2 hours	1 hour
P2 (High)	24 hours	8 hours	8 hours	4 hours	4 hours
P3 (Medium)	48 hours	24 hours	24 hours	8 hours	8 hours
P4 (Low)	72 hours	48 hours	48 hours	24 hours	24 hours

Coverage is 24/7 for Critical tickets on Scale, and for Critical and High tickets on Enterprise. Everything else is covered during business hours.

For full SLA details, see Service Level Agreement.

Feature Requests

The Support page includes a Feature Requests section where you can submit ideas and vote on requests from other users.

Submitting a Request

1. Navigate to Support > Feature Requests.
2. Click New Request.
3. Enter a title and description.
4. Click Submit.

Voting

Each feature request has an upvote button. Vote for requests you would find valuable -- the vote count helps the team prioritise the roadmap.

Tracking Progress

Feature requests progress through these stages:

Status	Meaning
Submitted	Request received
Under Review	The team is evaluating the request
Planned	Approved and added to the roadmap
In Progress	Actively being developed
Shipped	Available in the product
Declined	Not planned at this time

Switch to the Roadmap tab to see requests that are planned, in progress, or shipped.

Next Steps

• Contact Support -- Learn about all support channels and what to include in a request.
• SLA -- Review response time commitments by plan.
• Plans -- Compare support levels across plans.