Blocking
The scan no longer runs, or a critical finding is manifestly wrong on your org
- Response — Small business, Mid-market
- 2 business days
- Response — Upper mid-market, Enterprise
- 1 business day
- Target workaround
- 5 business days
Support and SLA
- 100 %
- inside your org
- 0
- outbound data by default
- 71/255
- controls self-assessed
- 10 min
- to install
The French text governs. This page is the English version of Support et SLA FR; the contractual commitments are those of the French version.
An SLA sold without being defined binds nobody. This one is written ticket by ticket, with its volume ceiling — because unlimited support at a fixed price is a promise we do not allow ourselves.
Response times by criticality
Major
A paid function does not deliver what the grid promises
- Response — Small business, Mid-market
- 2 business days
- Response — Upper mid-market, Enterprise
- 1 business day
- Target workaround
- 10 business days
Minor
Usage question, wording, enhancement request
- Response — Small business, Mid-market
- 3 business days
- Response — Upper mid-market, Enterprise
- 2 business days
- Target workaround
- next release
Covered hours: French business days, 9am–6pm (Europe/Paris). Channel: contact@orgguardian.com, automatic acknowledgement, ticket number in the subject. Standard ceiling: 10 tickets a month per org. Vulnerabilities go to security@orgguardian.com, outside the ceiling.
Success plans
- Standard (included): documentation in French, guided tours inside the app, the times above, 10 tickets a month.
- Premium (+20% of the annual licence, floor €2,000 a year): support moves up one notch (2 days → 1 day, or 1 day → 4 business hours), quarterly review, one tuning session (thresholds, risk weights, playbooks), quarterly board preparation.
- Enterprise: assisted onboarding included, dedicated DPA, named CSM on quote.
Hosted viewer availability
The viewer is an option: the package inside your org scans, alerts and exports without it. Its target availability is 99.5% monthly; an outage blocks no scan and loses no data, aggregates being republished on recovery. There is no service credit: the viewer is included, not billed.
Availability measured at 100% over the last 30 days (120 readings, one every 30 minutes, 0 failed). The probe is ours; what is outside us is its history, kept by GitHub and which we cannot rewrite. So we do not call it an external probe. Measured on 2026-09-08.
What support does not do
It does not remediate inside your org — the product is read-only, and so is support. It does not stand in for an audit: it explains a finding, it does not requalify it for you. It does not cover use contrary to the documentation.
Before opening a ticket: the documentation answers install and first-scan questions.
Open a ticket