Docs / Enterprise
Support and severity policy
Gardience support is delivered by Bouziden Management LLC. Contact: george@gardience.com (put the severity in the subject line). Government & enterprise customers also get a direct phone number for Severity 1.
Severity levels
| Severity | Meaning | Examples |
|---|---|---|
| 1, critical | Gardience is down or unsafe and there is no workaround | console will not start after an upgrade; a security vulnerability being exploited; audit chain reported broken |
| 2, major | A core function is failing, with a workaround or limited scope | patch scans fail on one OS; SSO sign-in fails but local admin works |
| 3, minor | Something is wrong but work continues | a report column is wrong; a page is slow |
| 4, request | Questions, how-to, feature requests | how do I scope a role to a group |
Response targets (first human response)
| Severity | Starter | Team | Government & enterprise |
|---|---|---|---|
| 1 | next business day | 4 business hours | 2 business hours |
| 2 | 2 business days | next business day | 4 business hours |
| 3 | 3 business days | 2 business days | next business day |
| 4 | 5 business days | 3 business days | 2 business days |
Business hours are 8:00 to 18:00 US Central, Monday to Friday, excluding US federal holidays. Round-the-clock Severity 1 coverage is not offered yet; it will be once a second engineer is on contract, and we will not promise it before then.
Security fixes
- Relevant CVEs in Gardience, Salt or a bundled dependency: a fixed release within 7 days of the fix being available upstream (Starter, Team), sooner for Government & enterprise when actively exploited.
- Customers are emailed when a security release is available, with what changed and whether action is urgent.
- Every release must pass a known-vulnerability scan of all pinned dependencies and ships an SBOM.
Releases
- A tested release every quarter. Each one passes the full release gate: clean install, end-to-end suite, license checks, backup/restore drill, and upgrade with automatic rollback.
- Each release is signed;
gardience upgraderefuses anything that does not verify. - Supported versions: the current release and the one before it.
What we need from you for a fast fix
gardience status, gardience logs gardience (last 30 minutes), the time it happened, and what the screen showed. Gardience never sends us data on its own; you choose what to share.