Support & Contact
Get expert help with CastellanAI from our support team.
Multiple support channels available based on your subscription tier and issue urgency.
Support Channels
- 💬 In-Portal Chat
- 📧 Email Support
- 📞 Phone Support
In-Portal Support Chat
The fastest way to get help. Chat with our support team directly from your portal.
How to Access:
- Click the "?" icon in the bottom-right corner
- Type your question or describe your issue
- Get real-time responses
Response Time: ~5 minutes
Email Support
Send detailed descriptions and screenshots.
Contact: support@castellanai.com
Include in your email:
| Information | Description |
|---|---|
| Account Email | Your registered email |
| Issue Description | What's happening |
| Steps to Reproduce | How to recreate the issue |
| Screenshots | Visual evidence |
Response Time: Within 4 hours (business days)
24/7 Phone Support
For critical issues requiring immediate attention.
Emergency Hotline: +1 (555) 274-7328
Available 24/7 for Medium Business and Enterprise tiers.
Response Time: Immediate
Support by Subscription Tier
- Small Business
- Medium Business
- Enterprise
Small Business Support
| Feature | Availability |
|---|---|
| In-portal support chat | Business hours |
| Email support | 4-hour response |
| Knowledge base & documentation | Full access |
| Community forums | Full access |
Business Hours: Monday-Friday, 9 AM - 6 PM EST
Medium Business Support
| Feature | Availability |
|---|---|
| 24/7 in-portal support chat | Around the clock |
| Priority email support | 1-hour response |
| 24/7 phone support | Critical issues |
| Quarterly account review calls | Included |
| Access to support engineers | Included |
Availability: 24/7/365 coverage
Enterprise Support
| Feature | Availability |
|---|---|
| All Medium Business features | Included |
| Dedicated Customer Success Manager | Assigned |
| Dedicated Technical Account Manager | Assigned |
| Custom SLA agreements | Available |
| Proactive monitoring and optimization | Included |
| Onboarding and training services | Included |
Availability: 24/7/365 premium coverage with escalation paths
Before Contacting Support
- ✅ Preparation Checklist
- 📋 Information to Provide
Preparation Checklist
| Step | Action |
|---|---|
| Check Documentation | Browse docs and FAQ |
| Gather Account Info | Account email, subscription tier, affected agent |
| Document the Issue | When it started, steps to reproduce, errors |
| Take Screenshots | Capture error messages or unexpected behavior |
| Check System Status | Visit status.castellanai.com |
Information to Provide
Help us help you faster by including:
| Information | Example |
|---|---|
| Account Email | user@company.com |
| Subscription Tier | Medium Business |
| Affected Systems | Agent on server-01 |
| Issue Start Time | 2025-01-15 14:30 UTC |
| Error Messages | "Connection timeout" |
| Steps Taken | Restarted agent, checked firewall |
Community & Resources
- 📚 Documentation
- 📰 Updates
- 🎥 Tutorials
Professional Services
- 🎓 Training
- 🔍 Consulting
Training Services
Comprehensive training programs for your security team.
| Program | Duration |
|---|---|
| Platform Administration | 4 hours |
| Security Analyst Training | 8 hours |
| Incident Response Workshops | 2 days |
| Custom Training | As needed |
Available for Medium Business and Enterprise tiers
Security Consulting
Expert guidance for your security program.
| Service | Description |
|---|---|
| Architecture Reviews | Security architecture assessment |
| Threat Hunting | Proactive threat engagements |
| Compliance Readiness | Audit preparation |
| Custom Rules | Detection rule development |
Contact your account manager for pricing
Response Time Summary
| Tier | Chat | Phone | |
|---|---|---|---|
| Small Business | 4 hours | Business hours | N/A |
| Medium Business | 1 hour | 24/7 | 24/7 |
| Enterprise | 30 minutes | 24/7 | 24/7 + Escalation |
📝 Support Contact Checklist
- Check documentation for existing answers
- Verify system status page
- Gather account information
- Document issue details
- Take screenshots of errors
- Note when issue started
- List troubleshooting steps already tried
- Choose appropriate support channel
What's Next?
| Guide | Description |
|---|---|
| FAQ | Answers to common questions |
| Connectivity Issues | Self-service network troubleshooting |
| Billing | Subscription and billing information |