Enterprise Support
SigmaShake Fleet includes best-effort support for all paid plans. Customers can file tickets directly from the Fleet dashboard, and the support role responds according to the best-effort response targets below. A contracted SLA, if you have one, takes precedence.
Accessing the Support Portal
Authenticated customers — go to your Fleet dashboard and click Support in the left sidebar:
https://<org-slug>.fleet.sigmashake.com/support
Prospects or locked-out admins — use the public intake form at:
https://sigmashake.com/enterprise/support
Severity and Response Targets
| Severity | Definition | First Response (best-effort target) | Availability |
|---|---|---|---|
| P1 | Production outage or security incident directly caused by Fleet | 1 hour | Best effort |
| P2 | Major feature broken, workaround exists | 4 hours | Best effort |
| P3 | Minor bug, degraded functionality, how-to question | 24 hours (1 business day) | Business hours |
| P4 | Feature request, general question, documentation feedback | Best effort | Business hours |
These targets measure first meaningful response time. They are targets, not guarantees. Resolution time varies by issue complexity. P4 tickets have no guaranteed response window.
Ticket Categories
When opening a ticket choose the category that best describes your issue:
| Category | Use for |
|---|---|
| Incident | Production impacting outage; choose P1 or P2 severity |
| Issue / Bug | Reproducible defect in Fleet behaviour |
| Question | How-to, configuration, or documentation question |
| Feature Request | Request for new functionality or enhancement |
Filing a Ticket
From the Fleet dashboard
- Navigate to
https://<org-slug>.fleet.sigmashake.com/support. - Click + New Ticket.
- Fill in the subject, severity, category, a contact email, and a detailed
description. Include:
- Steps to reproduce (for bugs and incidents)
- Expected vs actual behaviour
- Relevant error messages, log excerpts, or screenshots
- Optionally attach files (images, PDFs, logs — max 10 MB each, up to 5 files).
- Click Submit Ticket.
You will receive an email confirmation at the address you provided. A support role will aim to respond within the target window for your chosen severity.
Via API (service account)
curl -X POST https://<org-slug>.fleet.sigmashake.com/api/support/tickets \
-H "Authorization: Bearer ssg_sa_<your-key>" \
-H "Content-Type: application/json" \
-d '{
"subject": "Agent heartbeat failing after upgrade",
"category": "incident",
"severity": "p2",
"contact_email": "[email protected]",
"body": "All agents in production stopped sending heartbeats at 14:30 UTC..."
}'
Response:
{"ticket_id": "tkt_01HXY..."}
Ticket Lifecycle
open → awaiting_support → awaiting_customer → resolved → closed
| Status | Meaning |
|---|---|
open | Newly filed, not yet assigned |
awaiting_support | Customer has replied; waiting for SigmaShake response |
awaiting_customer | SigmaShake replied; waiting for customer |
resolved | Issue fixed or question answered; still open for follow-up |
closed | Closed; can be reopened |
You can reopen a resolved or closed ticket at any time from the dashboard or API if the issue recurs.
Attachments
The support portal accepts the following file types (max 10 MB per file, up to 5 files per ticket):
- Images: PNG, JPEG, GIF, WebP
- Documents: PDF, plain text, CSV
- Data: JSON, YAML
- Archives: ZIP, tar, tar.gz, gzip, 7z, bzip2
Attachment downloads are authenticated — no signed URLs or direct R2 access.
Security Issues
For security vulnerabilities or potential data breaches, do not use the standard support portal. Follow the responsible disclosure process:
- Email: [email protected]
- See Security Policy for the full disclosure process
Escalation
If you believe a ticket's severity has been mis-classified or requires immediate escalation, reply on the ticket and state the reason. The support role reads replies on a best-effort basis. No automated escalation or ticket flagging exists. No paging vendor and no 24×7 coverage exist. Round-the-clock coverage is not provided unless your Enterprise contract states it.
Not a Fleet customer yet?
Contact [email protected] or visit sigmashake.com/enterprise/support for pre-sales questions.