Get help.
Most answers are in the documentation. Paid plans include email support, answered by an AI assistant that works from the public docs. This page sets out what each plan includes, what to put in a request, and how to describe a problem from an air-gapped site without sending any evidence.
Support by plan
Response times are for a first reply in business hours. They are the same terms shown on the pricing page.
| Plan | For | Channel | Support |
|---|---|---|---|
| Community | Evaluating, students and small plants | Documentation | Community support, no response promise |
| Engagement | Consultants delivering one client job | Email support | |
| Professional | OT security consultants and firms | Email support, 2 business-day response | |
| Plant edition | Plant and corporate firewall teams | Priority support, 1 business-day response |
Business hours, one time zone. There is no 24x7 support because SegAudit is never in the production traffic path. Paid customers write to support@segaudit.com. An AI assistant answers from the public docs and passes anything it cannot answer to the SegAudit team.
What to include in a request
A complete first message usually gets a complete first answer. Include these five things.
- Which release you runThe image digest from
docker image inspect segaudit:local --format '{{.Id}} {{.RepoDigests}}', or the release you downloaded. - Where it runsHost operating system, container runtime, and the browser and version you open the app in.
- What you did and what you expectedThe page you were on, the button you pressed, what happened and what you expected to happen instead.
- Whether the sample shows itIf the built-in Northline Process sample shows the same problem, say so. We can then reproduce it without any of your data.
- Your plan and companySo we can match the request to your license and its response time.
Reporting a problem from an air-gapped site
Your firewall data never leaves the jump host, and a support request should not change that. These steps let us help without seeing any of it.
Reproduce on the sample first
The Northline Process sample loads on its own when the app starts. Most problems with parsing, analysis or exports can be shown on it, and a screenshot of the sample is safe to send.
Container logs hold no evidence
The container serves the app only. Your running config, traffic log and engagement file are read in the browser and never reach it, so docker compose logs segaudit does not contain them. Read the output before it leaves the site, as you would any file.
Never send configs, traffic logs or engagement files
A saved engagement contains the customer rulebase, traffic sessions, zone mapping and source hashes. Keep it under the same controls as the XML and CSV it came from, and do not attach it to a support request.
Describe instead of attaching
If a file will not load, tell us its size, row count and PAN-OS version, and the message the app showed. File limits are listed in the system requirements.
Use your approved transfer process
On an air-gapped site, move anything you do send through the same approved process you use to carry the image in.
Help yourself first
Documentation
Install, verify and use the product, step by step.
Air-gapped install
Move a verified image onto a host with no internet.
System requirements
Host, browser, firewall and file limits.
Your first audit
Walk the built-in sample from evidence to change window.
Workflows
How consultants and plant teams use it, at a glance.
Collect evidence
The files it reads from your own firewalls.
Customer guides
Step-by-step workflows, export guides and framework controls. Sign in with your access code.
Release notes
What changed in each release, with digest, signature identity, SBOM and checksums.
Security and procurement questions are answered in the trust center and its security FAQ.
Security issues
If you think you have found a vulnerability, do not send it to support and do not open a public issue. Report it privately under the vulnerability disclosure policy, which sets out what to include, the response targets and safe harbor. The current address is also published in security.txt.
Support questions
Is there 24x7 support?
No. Support runs in business hours in one time zone. SegAudit is never in the production traffic path, so a problem with it cannot take a plant down.
Can you log in to our jump host?
No. SegAudit has no remote access, no telemetry and no update check, so we cannot see your installation. We work from what you tell us and from the sample.
Does my license stop working if support lapses?
No. An expired license falls back to the free edition after a 30-day grace period, and saved engagements can always be opened and exported. See licensing and continuity.
Who answers my email?
An AI assistant replies to support@segaudit.com and sales@segaudit.com, drawing on the public documentation. It does not see your installation or your files, and it never receives attachments. Security reports, legal matters and anything it cannot answer are passed to the SegAudit team.
How do I buy, or get a quote?
Everything is self-serve: compare plans on pricing, start a 30-day trial, or build a numbered quote for the Plant edition and send it with your purchase order.
Where do I report a security issue?
Not through support. Follow the vulnerability disclosure policy and write to security@segaudit.com.
Support messages are kept for 3 years. See privacy for what the company holds and why.