Enterprise Support

SigmaShake Fleet includes dedicated support for all paid plans. Customers can file tickets directly from the Fleet dashboard, and SigmaShake engineers respond according to the SLA tiers below.

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

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Severity and SLA Tiers

Severity	Definition	First Response	Availability
P1	Production outage or security incident directly caused by Fleet	1 hour	24×7
P2	Major feature broken, workaround exists	4 hours	24×7
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

info

SLAs measure first meaningful response time. Resolution time varies by issue complexity. P4 tickets have no guaranteed response window.

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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

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Filing a Ticket

From the Fleet dashboard

1. Navigate to https://<org-slug>.fleet.sigmashake.com/support.
2. Click + New Ticket.
3. 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
4. Optionally attach files (images, PDFs, logs — max 10 MB each, up to 5 files).
5. Click Submit Ticket.

You will receive an email confirmation at the address you provided. A SigmaShake engineer will respond within the SLA 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": "ops@example.com",
    "body":          "All agents in production stopped sending heartbeats at 14:30 UTC..."
  }'

Response:

{"ticket_id": "tkt_01HXY..."}

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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	Permanently closed

You can reopen a resolved or closed ticket at any time from the dashboard or API if the issue recurs.

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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.

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Security Issues

For security vulnerabilities or potential data breaches, do not use the standard support portal. Follow the responsible disclosure process:

• Email: security@sigmashake.com
• See Security Policy for the full disclosure process

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Escalation

If you believe a ticket's severity has been mis-classified or requires immediate escalation, reply on the ticket with a message beginning:

**ESCALATE**: <brief reason>

This triggers an immediate on-call notification for our engineering team.

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Not a Fleet customer yet?

Contact sales@sigmashake.com or visit sigmashake.com/enterprise/support for pre-sales questions.