Support
Workspace operators raise tickets inside the application. Security issues go through the contact form on the security topic. Everything else starts there too.
Pick the route that matches the problem.
Using the right one is faster, and in the case of a security issue it matters considerably.
Raise a ticket in your workspace
Sign in to your tenant and use the service desk. Tickets raised there carry your asset and identity context automatically, so nobody has to ask you for a serial number.
Read moreFind your workspace
If you do not know your workspace address, use Find workspace in the header rather than guessing at a subdomain.
Read moreReport a vulnerability
Use the contact form and select the security topic, with enough detail to reproduce. Please do not open a public ticket or post exploit detail publicly.
Read moreEmployment verification queries
Banks, landlords, and visa desks verifying employment should start on the contact form and select the verification topic.
Read moreTechnical questions before buying
Ask through the contact form. Technical sessions are with engineers, not a sales engineer reading from a deck.
Read moreSomething on this site is wrong
Corrections to these public pages are genuinely welcome. Tell us which page and what is wrong with it.
Read moreWhat we need from you to be useful.
For most issues these three things turn a long thread into a single reply.
| Issue type | Include | Do not include |
|---|---|---|
| Portal or reader problem | Site, portal identifier, time window, and the portal state shown | Photographs of credential internals or key material |
| Desktop agent problem | Asset serial, operating system version, and the agent state | Screenshots containing other people's session data |
| Access decision query | The principal, the zone, and the approximate time | Speculation about thresholds. We will look at the decision log |
| Connector failure | Connector name, mode, and the error surfaced on the dashboard | Live production credentials, ever |
| Suspected vulnerability | Reproduction steps, affected version, and impact | Public disclosure before we have replied |
Degraded is a visible state, not a mystery.
When a camera, an accelerator, or a secure channel fails, the affected portal enters a degraded state that appears on the operations dashboard alongside your other queues. You should see it before a user reports it.
That matters for support because the first question is usually whether a portal is misbehaving or correctly enforcing a stricter rule. The state, the matched rule, and the policy revision are all on the decision record, so the answer is a lookup rather than a debate.
Who to write to.
Still not sure who to write to?
Use the contact form and pick the closest topic. It reaches a human either way, and we would rather route it internally than have you wait.