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|
|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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