Effective date: October 18, 2026.
Included standard support
Standard support covers signature and archive verification, documented installation and activation, migration and readiness failures, reproducible defects in an unmodified supported release, the documented backup and recovery workflow, and questions about supported product behavior.
Standard support and product updates are included for the supported lifetime of the Reporting Command Center product. Support is asynchronous and provided through the official Encrypted Syntax Labs support contact published on the product page. Unless a separate written support plan states otherwise, the purchase does not include a guaranteed response-time or resolution-time service-level agreement.
Support does not include customer infrastructure administration, penetration-test execution, report authorship, legal interpretation, incident response, third-party provider management, unsupported deployment platforms, modified images or migrations, data recovery without the customer’s valid keys, or remediation of an unmanaged host.
Safe support process
Start with the order number, release ID, affected documented step, expected behavior, observed bounded error, and the reviewed privacy-safe diagnostic report. Do not send passwords, license keys, API credentials, cookies, private signing or recovery keys, environment values, database dumps, customer evidence, client identities, targets, report contents, or unrestricted logs.
Encrypted Syntax Labs will not request a permanent administrator account, private key, unrestricted production access, or covert support agent. Time-limited screen sharing or a disposable reproduction environment requires explicit customer approval and minimum necessary access.
Security reports should use the private security contact on the official product page. Do not publicly disclose an unremediated vulnerability or include customer-confidential data in the initial report.