Support

At Carbon Black, our customers' success comes first.

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Access Support in the User Exchange

To report an issue, seek help, or contact support for any reason, please visit the User Exchange where you can browse our knowledge base or submit a case. Every Carbon Black customer receives login information to the User Exchange—please see your company’s Carbon Black admin to add a new user, or simply register directly on the User Exchange login page.

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  • Learn best practices

  • Access the knowledge base & training resources

  • Submit feature requests & ideas

  • Manage your support cases

  • Get documentation & downloads

  • Participate in the Detection Exchange

  • Be part of the Developer Network

  • Meet Carbon Black security experts & engineers

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If you are unable to access the User Exchange, email us at support@carbonblack.com.

For U.S. and international phone numbers, please see the Contact page.

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Support Levels

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Feature
Standard
Premium
Platinum
Support Availability Standard Premium Platinum
8am-8pm (based on Geo)
24×7
24×7
Unlimited cases Standard Premium Platinum
Phone, email, and customer portal support Standard Premium Platinum
Access to knowledgebase Standard Premium Platinum
Access to User eXchange community Standard Premium Platinum
Designated Support Engineer Standard Premium Platinum
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Response Goals

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Severity
Response Goal
Response Goal
Response Goal
 
Standard
Monday-Friday
8am -8pm
Premium
24 x 7 x 365
Platinum
24 x 7 x 365
Critical StandardMonday-Friday
8am - 8pm
Premium24 x 7 x 365 Platinum24 x 7 x 365
2 Business Hours
2 Business Hours
1 Business Hours
Major StandardMonday-Friday
8am - 8pm
Premium24 x 7 x 365 Platinum24 x 7 x 365
4 Business Hours
4 Business Hours
2 Business Hours
Minor StandardMonday-Friday
8am - 8pm
Premium24 x 7 x 365 Platinum24 x 7 x 365
8 Business Hours
8 Business Hours
4 Business Hours
Request StandardMonday-Friday
8am - 8pm
Premium24 x 7 x 365 Platinum24 x 7 x 365
16 Business Hours
16 Business Hours
8 Business Hours
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Support: After Hours & Holidays

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Customers who purchase either Premium or Platinum support are eligible for after-hours, 24×7 support. During this time, if you open a case, a support engineer will follow up with you, within the response goals listed above, based on severity of the case. In order to expedite follow-up, please provide 24×7 contact information via the case.

Carbon Black observes all U.S. Federal holidays, providing support at lower staffing levels.