Support Paths by Tier for Contrast CVE Shield

Overview

Where you go for help for Contrast CVE Shield depends on your account tier. This guide explains which support path applies to you, so you're not stuck waiting for help when you need it.

Prerequisites

Know which tier your account is on: CVE Shield Free or Enterprise.

Step-by-Step Instructions

CVE Shield Free: Use the Gather Community Forum

Support for the Free plan is provided through a community forum. Company personnel may monitor the forum and respond from time to time, but this is done on a voluntary, best-effort basis. Contrast does not guarantee a response time, resolution, or that any question will receive a reply. No service level agreement (SLA) applies to the Free plan.

Post your question in Gather with as much detail as you can including your error message, what you've already tried, as well as your agent version. Go to Administration > Agent Management in the left pane to view your agent details.

(Insert screenshot: Gather Community Forum new post)

Enterprise: Dedicated support

Contrast offers full technical support and services to ensure you have the service you need when you need it. 

Expected Outcome

You know which channel to use before you need it.

Related Resources

• Contrast support and professional services policies

Escalation path

• Free: Post your question in the Gather Community Forum.