The information below describes when IceWarp Support can access customers' data and what data will be targeted.
| Support type | Request type | Data type | Target |
|
SLA (priority on-premises support) |
technical requests / remote sessions | logs, emails, database, screenshots, system and network settings/files | for debugging purposes only |
| monitoring | |||
| upgrades | |||
| CLOUD (priority cloud support) | technical requests / remote sessions | ||
| ON-PREMISES (standard on-premises support) | technical requests / remote sessions | ||
| SERVICES (paid options) | consultancy / remote sessions | ||
| installations (OS, SRV, DB, HA, CERT) | |||
| upgrades (SRV, DB) | |||
| migrations (SRV, DB) | |||
| health checks (SRV) |
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