CheckSec provides world-class support to ensure your penetration testing workflows run smoothly and efficiently.
We offer multiple support channels to ensure you can get the help you need, when you need it.
Submit support tickets through our dedicated support portal. Our team will respond based on the severity of your issue and your support plan.
Open Support PortalOur comprehensive documentation provides detailed guides, tutorials, and reference material to help you get the most out of Canopy.
View DocumentationEnterprise and premium customers receive premium support via dedicated Slack channels for faster response times and personalized assistance.
Contact SalesIf you discover a security vulnerability in Canopy or our other products, please do not report it through the regular support channels. Instead, email us directly at security@checksec.com with details of the issue. You can find more details on our security page.
Our support teams are available during business hours to help resolve your issues and answer your questions.
Standard support provides assistance during regular business hours for all customers.
Premium and Enterprise support provides extended hours and faster response times for critical issues.
CheckSec is committed to providing timely responses and resolutions based on the severity of your issue and your support level.
| Severity Level | Business Impact | Standard Support | Premium Support |
|---|---|---|---|
|
Level 1 - Critical
|
System unavailable, critical functionality blocked, significant data loss |
First response < 4 business hours Resolution by next business day |
First response < 1 business hour Resolution < 24 hours |
|
Level 2 - Major
|
Significant performance impact, important functionality limited |
First response < 4 hours Resolution in 1-2 business days |
First response < 2 hours Resolution < 24 hours |
|
Level 3 - Minor
|
Partial functionality loss, low user impact |
First response next business day Resolution in 10 business days or next release |
First response next business day Resolution in 5 business days or next release |
|
Level 4 - Negligible
|
Cosmetic issues, non-production system impacts |
No guaranteed response time |
First response next business day |
Note: CheckSec is not responsible for operational issues affecting the hardware and operating system that Canopy is installed on.
Supported for 12 months from the release of the next version
Current version and previous version supported
We recommend staying up to date with the latest version to ensure you have access to the latest features and security updates.
Details available in the admin guide for your specific version
Versions 2010, 2013, 2016 required for templates
For detailed compatibility information and system requirements, please refer to our documentation.
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