Support

Support Policy

Last updated: March 2026

Publisher: Sentinel Vault Systems LLC
Product: VaultGuard360 — Azure Key Vault Expiration Monitor

1. Support Channels

2. Response Times

Enterprise Tier

  • Critical (service down — no scans or notifications): 4 business hours
  • High (partial functionality impaired): 24 business hours
  • Normal (questions, configuration issues): 24 business hours

Professional Tier

  • Critical: 24 business hours
  • High: 24 business hours
  • Normal: 24 business hours

Trial Tier

All severities: Best effort (no guaranteed response time).

Business hours: Monday through Friday, 9:00 AM to 5:00 PM US Mountain Time, excluding US federal holidays.

3. Severity Definitions

  • Critical: The VaultGuard360 service is completely unavailable. No scans are running and no notifications are being sent. The dashboard is inaccessible.
  • High: The service is partially impaired. Examples: scans running but notifications not being delivered; one notification channel failing while others work; dashboard loading but some pages returning errors.
  • Normal: The service is functioning but you have questions or need configuration assistance. Examples: setting up team routing, configuring webhook integrations, threshold tuning, RBAC permission setup.

4. Scope of Support

Included

  • VaultGuard360 configuration and dashboard usage
  • Notification setup (email, Microsoft Teams, Slack, PagerDuty, ServiceNow, generic webhooks)
  • RBAC permission troubleshooting for the managed identity
  • Scan schedule and threshold configuration
  • Upgrade assistance (Trial to Professional or Enterprise)
  • Data export and import guidance
  • Alert routing and team configuration
  • Troubleshooting VaultGuard360-specific errors

Not Included (Customer or Microsoft Responsibility)

  • Azure platform issues (Function App runtime, Storage Account availability, networking outages)
  • Azure Key Vault configuration or access policies beyond VaultGuard360's managed identity
  • Azure Active Directory / Microsoft Entra ID configuration
  • Network connectivity issues in your environment (VNet, DNS, firewall rules)
  • Custom integrations beyond documented webhook formats
  • Azure Communication Services delivery issues (email deliverability)
  • Azure subscription billing or Marketplace purchase issues (contact Microsoft support)

5. Escalation

If a support request is not resolved within the target response time:

  • Reply to the existing support email thread requesting escalation.
  • Include “ESCALATION” in the subject line.
  • Enterprise customers are automatically routed to the priority queue upon escalation.

For billing disputes, contact Microsoft Azure Marketplace support directly.

6. Trial Support

Trial deployments receive community-level support via email. Response times are best effort and not guaranteed. To receive guaranteed response times, upgrade to a Professional or Enterprise plan through the Azure Marketplace.

7. Service Availability

VaultGuard360 targets 99.5% monthly uptime for Professional and Enterprise tier deployments. Trial deployments are provided on a best-effort basis. For full availability terms, exclusions, and measurement methodology, see the Service Level Agreement section of our Terms of Service.

8. Planned Maintenance

We will provide at least 48 hours advance notice before any scheduled maintenance that may affect service availability. Maintenance notifications are sent to the email address configured in your VaultGuard360 deployment settings.

Emergency security patches may be deployed without advance notice when necessary to address active vulnerabilities.

9. Contact