Support

Monday to Friday, 8:00 to 17:00 Arizona time (UTC−7, no daylight saving). Closed on United States federal holidays.

Email rhoylle@rhoylle.com. Include your organisation name, the instance or finding you are asking about, and the collector version shown at the top of its output. Signed-in customers can also use the Feedback page inside the console, which attaches the same details automatically.

• Acknowledgement: next business day for every request received in hours.
• Service unavailable or scans not recording: we start work the same business day and keep you updated at least daily until it is resolved.
• A finding you believe is wrong: we investigate and reply with the exact query the rule ran and what it saw, within three business days.
• During an assessment or pilot: a scheduled review call each week and a direct line to the engineer running your engagement.

These are our working commitments, not a contractual service-level agreement. A formal SLA with credits is available only as a signed exhibit to an order form.

If a request has not moved within two business days, reply to the same thread with "ESCALATE" in the subject. It goes to the owner of the company directly.

The hosted database is backed up daily with point-in-time recovery retained for seven days. Our working recovery objectives are a recovery point of 24 hours and a recovery time of 24 hours. We test a restore at least once a quarter and record the result.

Preview components are not covered: the Linux, macOS and container installers, the self-hosted console, the PostgreSQL, MySQL and Oracle collectors, and anything to do with cloud database platforms. We do not remotely administer your database servers under a licence; that is separate consulting work, quoted by the hour.