Contrast CVE Shield Free Tier Support Model

Overview

Support for the Contrast CVE Shield Free tier is exclusively community-driven through the Zendesk Gather Community. This guide explains how to get help, and what response time to expect.

Prerequisites

• A Contrast CVE Shield Free account.

• A Zendesk Gather Community account. The first time you visit, you need to create an account.

Step-by-Step Instructions

1. Post your question in the Gather Community: Go to the Community Forum and start a new post describing your issue. Include your error message, what you've already tried, and your agent version so other users and moderators can help quickly. Go to Administration > Agent Management to see agent details.

(Insert screenshot: Gather Community Forum new post screen)

2. Wait for a community response: Support for the Free tier is provided through our 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.

Expected Outcome

You know that the Gather Community is the only support channel available on CVE Shield Free tier, what information to include in a post to get a useful answer quickly, and what response time to realistically expect.

Related Resources

• Support Paths by Tier
• How to Post Effectively in the Gather Community

Escalation Path

• Free Entry: Post your question in the Gather Community Forum. This is the only support path available at this tier.