Every paid plan includes help with your license, install, upgrade, and defects, from Gardience engineering, not a ticket queue in another time zone. Standard support adds troubleshooting and how-to help; Premium adds a first response within 2 business hours and a named contact.
Support hours are Monday to Friday, 8 AM to 6 PM US Central time, except US federal holidays. Response times are for the first reply from an engineer.
| Support | What it covers | First response | Security emergencies |
|---|---|---|---|
| Included with Starter and Team | License, install, upgrade, and defects in Gardience | 1 business day | 1 business day |
| Standard support | Also troubleshooting and how-to help | 1 business day | 1 business day |
| Premium support | Also a named contact who knows your setup | 2 business hours | 2 business hours |
| Enterprise | Premium, with a named support engineer | 2 business hours | 24 hours, any day |
A security emergency is a vulnerability being exploited against your Gardience install, or one that exposes your fleet. Critical issues are worked continuously during support hours until they are fixed or have a workaround.
Open a request in your account (sign in first if you are not) and track every reply there. Each request gets a number and an emailed receipt with its response time. Or email george@gardience.com with your license ID and how urgent it is.
Run /opt/gardience/gardience support-bundle on the server and attach the file. It is redacted: no secrets, keys, or passwords. How it works
We track advisories for the exact versions Gardience ships, from Salt to every library, and fix them within one week on Starter and Team, or under a contractual SLA for Enterprise.
Quarterly releases plus security releases when needed. Each one passes a full release check first and is signed; upgrades take one command, take a backup, and roll back on failure. Security details
Installing and upgrading Gardience; the console, its pages, and its API, CLI, and MCP server; the Salt master and the agents Gardience ships (Salt 3006, 3007, and 3008); patching, the security baseline, approvals, and the audit log; and running your Ansible playbooks through Gardience.
Writing new Salt states or playbooks for you, and work on systems outside Gardience, are available as services rather than support. Ask us about it.