Support
Create and track support tickets, understand priorities and SLA targets, share diagnostic files safely, and follow issues through resolution.
The Support area gives your vault a private ticket workspace for contacting SikkerKey, following staff replies, sharing diagnostic files, and keeping the full conversation connected to the issue.
Do not place secret values, private keys, passwords, recovery codes, session tokens, customer-managed key credentials, or other sensitive authentication material in a support ticket or attachment.
#Who can use Support
Support tickets belong to the active vault rather than to one individual dashboard account. Everyone in the vault with the appropriate Support permission can see the same ticket history.
View support tickets. The vault role must include Support view.
Create and reply. The vault role must include Support manage.
Vault owner. The owner has full support access.
Organization members. Their access is determined by their assigned vault role.
Available categories. The ticket categories shown when creating a ticket depend on the vault’s subscription plan. Free vaults see only categories enabled for the free plan.
See Vault Roles to learn how Support view and Support manage are assigned to organization members.
#Create a support ticket
Open Support from the dashboard sidebar.
Select the plus button beside Your Tickets.
Choose the category that best matches the request.
Select Low, Normal, High, or Urgent priority.
Enter a brief title that identifies the issue.
Describe what happened, what you expected, and the impact on your work.
Select Create Ticket.
A title can contain up to 256 characters, and the initial description can contain up to 10,000 characters. New tickets begin with Open status and appear immediately in the vault’s ticket list.
Write a useful description
Describe the affected feature, workflow, application, or project without including secret values.
Include the time of the event and your timezone.
Explain whether the behavior is continuous or intermittent.
Include the visible error text after checking that it contains no sensitive data.
List the steps that reproduce the problem.
Describe the operational impact and any available workaround.
Use vault, project, machine, or secret identifiers when helpful, but omit private keys and values.
A precise impact statement helps the support team confirm the appropriate priority and route the ticket to the right people.
#Choose a priority
Priority | Use it for |
|---|---|
Urgent | A critical, time-sensitive problem that prevents essential production work or requires immediate security attention. |
High | A major disruption with significant impact, especially when no practical workaround is available. |
Normal | A product issue that affects work but does not stop essential operations. |
Low | Questions, minor problems, guidance, or work with a practical workaround. |
SikkerKey staff can change the priority when the reported impact and selected level do not match. A priority change recalculates the ticket’s response and resolution deadlines from the original creation time using the new priority target.
#Response and resolution targets
The current SLA targets are measured in continuous calendar time from ticket creation. The first-response target ends when SikkerKey sends the first public staff reply.
Priority | First response target | Resolution target |
|---|---|---|
Urgent | 5 hours | 1 day |
High | 1 day | 3 days |
Normal | 3 days | 7 days |
Low | 5 days | 10 days |
The resolution target ends when the ticket reaches Resolved or Closed status. Resolution time can depend on reproducibility, customer input, third-party systems, and whether a safe product change is required.
When the SLA clock pauses
When support needs information from you, the ticket can be placed in Waiting on You. The SLA clock pauses at that point. Sending a reply returns the ticket to Open and resumes the clock after accounting for the paused period.
A ticket left in Waiting on You for seven days is automatically closed for inactivity. If the issue still needs attention after closure, create a new ticket and reference the earlier title or context.
The ticket page shows the customer-facing status and conversation. SLA deadlines, breach tracking, assignment queues, and escalation history are managed by the support team.
#Ticket statuses
Status | What it means | What you can do |
|---|---|---|
Open | The ticket was created or reopened by a customer reply. | Add information and attachments. |
In Progress | A support employee has sent a public reply and work is underway. | Continue the conversation when needed. |
Waiting on You | Support needs information or an action from your side. | Reply to reopen the ticket and resume its SLA clock. |
Resolved | Support has marked the issue resolved. | Review the outcome and submit a one-time satisfaction rating. |
Closed | The ticket is complete or was closed after customer inactivity. | The conversation is read-only. |
Customers cannot reply to Resolved or Closed tickets. Support can reopen a resolved ticket when additional work is required; Closed is the final state.
#Read and filter tickets
The ticket list is ordered by the most recently updated ticket. Each row shows the title, category, priority, creation time, and current status.
Use the status filter to show all tickets or narrow the list to Open, In Progress, Waiting on You, Resolved, or Closed. The list is paginated when the vault has more than 20 tickets.
Open a ticket to view its complete customer-visible conversation, assigned staff member when present, timestamps, attachments, category, priority, and status.
#Reply to a ticket
Open the ticket from Support.
Review the latest public staff reply.
Enter your response in Write your reply.
Attach supporting files when needed.
Select Send Reply.
Replies can contain up to 10,000 characters. A customer reply is accepted while the ticket is Open, In Progress, or Waiting on You.
SikkerKey sends an email notification to the vault owner when a public staff reply is added. The dashboard ticket remains the authoritative conversation.
Public replies and internal notes
The customer conversation contains customer messages and public staff replies. Support employees can also keep internal notes for investigation and handoff.
Internal notes and their attachments are excluded from the customer ticket response and cannot be downloaded through the customer attachment endpoint.
#Attachments
Attachments are available when replying to an existing ticket.
Limit | Requirement |
|---|---|
Files per reply | Up to 3 |
Maximum size | 3 MB per file |
Accepted images | PNG, JPEG, and GIF |
Accepted documents |
SikkerKey verifies the actual file signature rather than trusting only the filename or declared type. Unsupported, empty, oversized, mismatched, or unreadable files are rejected.
Attachment protection
Ticket attachments are encrypted on disk with AES-256-GCM under an attachment-specific key.
A SHA-256 checksum is recorded for each stored file.
Filenames are sanitized before storage and again before download.
Download access is checked against the active vault and parent ticket.
PDF uploads are parsed and active content such as JavaScript, launch actions, embedded files, form actions, and automatic open actions is removed.
Images may be re-encoded to reduce size and remove metadata or unsupported content. GIFs are converted to a static PNG frame.
Downloads use a restricted content type and content-sniffing protection.
Attachments are protected in storage, but support staff assigned to the relevant ticket category may view them while handling the request. Include only the diagnostic information needed to resolve the issue.
#Rate a resolved ticket
When a ticket reaches Resolved, you can submit a satisfaction rating from one to five stars.
Open the resolved ticket.
Choose the number of stars that reflects your experience.
Submit the rating.
A ticket can be rated once. The rating cannot be submitted before resolution or changed after it is recorded.
#Ticket security and privacy
Every customer request is scoped to the active vault. A ticket identifier from another vault does not grant access.
Organization members require Support permissions from their vault role.
Attachments remain encrypted at rest and are decrypted only for an authorized download.
Ticket creation is recorded in the vault Audit Log with its category and priority.
Use the Audit Log to review the creation of support tickets from your vault.
#When reporting a security issue
Use a support ticket for account-specific help and operational questions. If you believe you have found a vulnerability in SikkerKey itself, follow the dedicated disclosure process so the report reaches the security team with the appropriate handling.
Submit suspected vulnerabilities through the SikkerKey Vulnerability Disclosure Program. Do not include live customer secret values in the initial report.
#Before you submit
Confirm that the active vault is the one affected by the issue.
Choose the category and priority based on actual impact.
Remove secrets and authentication material from copied logs.
Use identifiers and timestamps instead of plaintext values.
Attach only supported files needed for diagnosis.
Keep the ticket updated when the impact changes or support asks for information.
Respond promptly while the ticket is Waiting on You so work and SLA tracking can resume.