BitGuardIT support overview

BitGuardIT provides customer support for platform access, security scanning, reports, billing, and human-assisted cybersecurity services. Support is delivered through the client portal, email, and—where included in your subscription—priority handling for security incidents and managed monitoring alerts.

Our support model combines automated platform capabilities (scans, monitoring checks, report generation, AI-assisted explanations) with staff-reviewed service requests, cases, and tickets when human expertise is required.

How to reach us

• Portal tickets: Create a ticket from Support or My Tickets while signed in to your organization account.
• Service requests: Request catalog services (assessments, consultations, incident response retainers) from Services → Request Service.
• Email: support@bitguardit.com for general platform and account assistance.
• Security incidents: security@bitguardit.com for urgent platform security concerns or to report vulnerabilities in BitGuardIT itself.
• Privacy: privacy@bitguardit.com for data subject and privacy-related inquiries.

How to submit requests

Signed-in client users should submit support requests through the portal whenever possible so that your organization, account context, and conversation history are attached automatically.

• Go to Support or My Tickets and select Create Ticket.
• Provide a clear subject line, detailed description, and the affected asset, scan, or report identifier if applicable.
• Choose an appropriate priority. Misclassified priorities may be adjusted by BitGuardIT staff based on actual impact.
• Attach relevant context: scan job ID, finding title, report name, billing reference, or error messages observed in the portal.
• For service catalog items, use Request Service so fulfillment workflows, assignments, and deliverables are tracked correctly.

Service request lifecycle

Automated services (such as website security scans, report generation, and monitoring checks against verified assets) execute through the platform without manual triage unless an error or authorization issue occurs.

Human-assisted services progress through defined workflow states visible in the portal:

• Submitted — your request is recorded and queued for review.
• Assigned — a BitGuardIT staff member or team is responsible for delivery.
• In progress — analysis, scanning scope confirmation, or deliverable preparation is underway.
• Awaiting customer — we need additional information, authorization, or approval from your organization.
• Completed — deliverables are available in Reports, Documents, or ticket notes as applicable.
• Closed — the engagement is finished; reopen by replying to the ticket if follow-up is needed.

Automated vs human-assisted support

BitGuardIT distinguishes between platform automation and expert services to set clear expectations:

• Automated: scan orchestration, vulnerability and misconfiguration findings, threat intelligence enrichment where enabled, scheduled monitoring checks, report exports (PDF, HTML, DOCX, XLSX, CSV, JSON), AI Assistant chat and recommendations (when entitled), and notification delivery.
• Human-assisted: security assessments, consultation engagements, complex remediation guidance, incident coordination, manual report review, scope validation for non-standard targets, billing exceptions, and account recovery.
• Hybrid: some offerings combine automated scanning with analyst review; the service description in the catalog indicates when human review is included.

Severity levels and priority handling

Tickets and cases support priority levels that help BitGuardIT route work appropriately. Align priority with business and security impact:

• Critical — active exploitation, confirmed breach affecting your organization, complete loss of portal access for all admins, or production monitoring failure with confirmed malicious activity.
• High — severe findings requiring urgent remediation, widespread scan failures on verified assets, or billing issues blocking active paid services.
• Medium — general technical issues, report questions, non-urgent configuration help, and standard service requests.
• Low — informational questions, feature guidance, and documentation clarifications.

Expected response targets

Response targets are goals, not guaranteed service-level agreements, unless your organization has a separate signed agreement specifying binding SLAs. Typical initial response goals:

• Critical — initial acknowledgment as soon as practicable during active incidents; continuous engagement for subscribed incident response or managed monitoring customers where applicable.
• High — within one business day.
• Medium — within two business days.
• Low — within three business days.

Resolution time depends on complexity, required customer input, and whether third-party providers are involved. Managed monitoring and priority support entitlements may receive faster handling when included in your active subscription.

Security incident reporting

If you believe your organization is experiencing an active security incident related to assets monitored or scanned through BitGuardIT, open a Critical priority ticket and email security@bitguardit.com with your organization name and contact details.

For incidents affecting the BitGuardIT platform itself (unauthorized access to your portal account, suspected platform vulnerability, or data handling concern), contact security@bitguardit.com directly. Do not include exploit details in public channels until we provide a secure submission method if needed.

Vulnerability reporting process

To report a vulnerability in BitGuardIT products or infrastructure, email security@bitguardit.com with a description, reproduction steps, and impact assessment. We ask that you:

• Allow reasonable time for investigation and remediation before public disclosure.
• Avoid accessing or modifying data belonging to other customers.
• Avoid denial-of-service testing against production systems without prior written authorization.

Findings discovered in your own assets through BitGuardIT scans should be managed through your normal remediation process; the portal provides findings, reports, and AI-assisted guidance to support that workflow.

Account and access assistance

• Password reset: use Forgot Password on the sign-in page for your portal role (client, staff, or admin host).
• Email verification: complete verification from the link sent at registration or from the verify-email page when prompted.
• Invitations: accept organization invitations via the link sent to your email.
• Access issues: if you cannot sign in after reset, contact support@bitguardit.com from your registered email address.
• Organization changes: account ownership and admin user management are handled by your organization administrators or BitGuardIT platform administrators.

Scan troubleshooting

Most scan failures relate to asset authorization, target availability, or scope configuration. Before opening a ticket, verify:

• The asset is registered under Assets / Asset Intelligence and ownership verification is complete.
• Authorization status is active and approved scan types include the scan you requested.
• The target URL or domain is reachable from the public internet and not blocking automated security checks.
• You are scanning assets you are authorized to test under your organization agreement.

Include the scan job identifier, target, scan type, and error message from My Scans or Scan Results when contacting support.

Report interpretation assistance

Reports available in the portal include executive summaries, compliance-oriented outputs, vulnerability detail, threat intelligence sections, and operational scan summaries. The AI Assistant (when entitled) can explain individual findings in plain language.

For questions about methodology, false positives, or prioritization, open a ticket with the report title, report type, and specific sections or findings in question. Human review services may be available depending on your subscription.

Billing and subscription support

• View active subscriptions, orders, and payment history under Billing and Orders.
• Start or monitor free trials from the Free Trial page when eligible.
• For payment failures, invoice questions, or subscription changes, open a ticket with your organization name and approximate transaction date.
• BitGuardIT uses third-party payment processors; some payment details are managed on processor-hosted pages.

Customer responsibilities

• Maintain accurate account and organization contact information.
• Protect portal credentials and promptly revoke access for departed users.
• Verify ownership or obtain written authorization before scanning assets.
• Review findings and reports and apply remediation in your environments.
• Provide timely responses when BitGuardIT staff request scope confirmation or additional information.
• Use the platform in accordance with the Terms of Service and Acceptable Use Policy.

Frequently asked questions

Why will my scan not start? — Ensure the asset is verified and authorization is active. Unverified or expired authorization blocks scanning.

Where are my results? — Completed findings appear under Scan Results; job status is listed under My Scans.

How do I get an executive report? — Use Reports to generate executive, compliance, or operational report types in your preferred format.

Is AI advice a replacement for professional services? — No. AI Assistant output supports understanding; critical decisions and compliance obligations may require qualified human experts.

Who can see my scan data? — Data is scoped to your organization; BitGuardIT staff access is limited to operational and assigned support needs as described in the Privacy and Security policies.