Introduction

Understanding what level of support is included in your Astra plan helps you set the right expectations for response times, available communication channels, and the type of assistance you can access. This article breaks down the support features available across Astra's Scanner, Pentest, and Enterprise plans so you can choose the plan that best fits your team's needs and escalation requirements.

Who Should Read This

This article is relevant for security leads, IT managers, procurement teams, and anyone evaluating Astra's plans or trying to understand what support resources are available to them on their current subscription.

Support Features by Plan

The table below summarises what is included at each plan level.

Understanding Each Support Feature

Email Support

All plans include email support via help@getastra.com. Scanner plan customers can expect a response within 24 hours. Pentest and Enterprise customers receive faster turnaround with responses within 12 to 24 hours. Support operates six days a week, Monday through Saturday. Response times may be extended on national holidays.

Comment Support via the Resolution Center

Pentest and Enterprise customers can communicate directly with Astra's security team through the comments section within individual vulnerability details in the dashboard. This is particularly useful for asking clarifying questions about specific findings or requesting additional technical context. Response times within the Resolution Center are 12 to 48 hours.

Named Account Manager

Pentest and Enterprise customers are assigned a named account manager who serves as a consistent point of contact for onboarding, renewals, and escalations. This removes the need to explain your context from scratch each time you reach out.

Vetted Reports

Vetted reports are vulnerability assessment reports that have been manually reviewed by Astra's security engineers to eliminate false positives. Scanner plan customers receive four vetted reports per year only when subscribed to an annual plan. Pentest and Enterprise customers receive four vetted reports per year regardless of billing cycle.

Remediation Call

Available as an add-on for Pentest customers and included for Enterprise customers upon request. A remediation call is a dedicated session with Astra's security engineers to walk through identified vulnerabilities and discuss the most effective fixes for your specific environment.

Customer Success Manager

Enterprise customers are assigned a dedicated Customer Success Manager who provides ongoing strategic support, coordinates across workspaces and targets, and ensures your security programme is aligned with your business objectives.

Slack Connect or Microsoft Teams

Enterprise customers can collaborate with the Astra team directly via a shared Slack or Microsoft Teams channel. This is available as a paid add-on for Pentest customers. See [Setting up a Microsoft Teams shared channel with Astra] for setup instructions.

Custom SLA and Contracts

Enterprise customers can negotiate custom service level agreements and contract terms based on their specific compliance, legal, or operational requirements.

How to Raise a Support Request

Regardless of your plan, there are several ways to get in touch with the Astra support team.

From the dashboard support widget Click the support widget at the bottom right corner of your Astra dashboard and select the appropriate option under Submit a Ticket.

From the Support Portal Click the support widget in the bottom left corner next to your avatar and select Manage Support Tickets. From there, click Create Ticket to submit a new request.

By email Send your query directly to help@getastra.com. Your email will be automatically converted into a support ticket that you can track from the Support Portal.

For the fastest resolution, include as much relevant detail as possible in your request — steps to reproduce the issue, screenshots, target names, audit IDs, and any specific error messages you are seeing.

Escalating a Support Issue

If you feel that a support response is not meeting your expectations or an issue is not being resolved with sufficient urgency, you can escalate directly to Astra's management team.

Send an email to: help_escalations@getastra.com

Your issue will be reviewed and prioritised by the management team. Please use this channel for genuine escalations rather than initial support requests to ensure it remains effective.

Best Practices

• Use the dashboard support widget for the fastest ticket creation experience. It automatically captures context about your workspace and target, which speeds up the resolution process.

• Include detailed information in every support request. Tickets with clear reproduction steps, screenshots, and relevant IDs are resolved significantly faster than vague requests.

• Use Comment Support in the Resolution Center for vulnerability-specific questions on Pentest and Enterprise plans. This keeps the conversation in context and ensures the right engineer reviews your query.

• Reach out to your Account Manager or CSM proactively for upcoming pentests, renewal planning, or scope changes. They can coordinate resources and ensure your assessment runs smoothly.

• Check the status page at [status.getastra.com] before raising a support ticket if you are experiencing platform access issues — the issue may already be known and actively being resolved.

Troubleshooting

I am on the Scanner plan but need faster support response times. Consider upgrading to the Pentest plan, which offers 12 to 24 hour response times and access to Comment Support within the Resolution Center. Contact your account manager or the sales team at sales@getastra.com to discuss upgrade options.

I cannot see the Comment Support option within a vulnerability. Comment Support is available on Pentest and Enterprise plans only. If you are on the Scanner plan, this feature is not included. For vulnerability-specific questions, raise a support ticket via the dashboard widget or email help@getastra.com.

I have not received a response within the stated timeframe. First, check your spam or junk folder in case the reply was filtered. If you still have not received a response, follow up by replying to the original ticket email or raise a new ticket referencing the original ticket ID. For urgent matters, escalate to help_escalations@getastra.com.

I want to add Slack Connect or MS Teams support but I am on the Pentest plan. This is available as a paid add-on for Pentest customers. Contact your account manager or reach out to sales@getastra.com to discuss adding this to your plan. For MS Teams setup instructions, see [Setting up a Microsoft Teams shared channel with Astra].

I am not sure which plan I am currently on. Log in to your Astra dashboard and navigate to Settings → Subscriptions. Your current plan name and details are displayed on your subscription card.

Next Steps

• How to create and manage support tickets — Detailed guide on submitting and tracking support requests

• Setting up a Microsoft Teams shared channel with Astra — Configure a shared Teams channel for direct collaboration

• What are false positives and how to work with them? — Understand vetted reports and how they reduce false positives

• Overview of Subscription Management — Review and manage your current plan and billing details

• Astra Compliance Overview and Audit Reports — Access compliance documentation relevant to Enterprise procurement