Customer Support

You can upgrade your subscription plan at any time through the Customer Portal. Simply log in, navigate to "Subscription Management," and click "Upgrade Plan." The system will calculate a prorated charge for the remainder of your current billing cycle.

If you need assistance with enterprise upgrades or custom solutions, please contact your account manager or our sales team at sales@shieldarrow.com.

Our response times vary based on your support plan and ticket priority:

• Standard Support: Critical issues - 4 hours; High priority - 8 hours; Normal priority - 24 hours
• Premium Support: Critical issues - 1 hour; High priority - 4 hours; Normal priority - 8 hours
• Enterprise Support: Critical issues - 30 minutes; High priority - 2 hours; Normal priority - 4 hours

For emergency issues requiring immediate attention, please use the emergency hotline provided in your welcome package.

Our cloud-based platforms receive continuous updates without requiring any action from your side. These updates include security improvements, feature enhancements, and AI model refinements.

Major version updates are scheduled quarterly and include comprehensive improvements and new features. You'll receive advance notification of major updates, along with documentation outlining the changes.

For on-premises deployments, our support team will coordinate with your IT department to schedule updates during your maintenance windows.

Yes, Shield & Arrow platforms are designed to integrate seamlessly with your existing security infrastructure. We offer standard integrations with popular SIEM solutions, firewalls, endpoint protection platforms, and identity management systems.

Our REST APIs allow for custom integrations with virtually any system. For detailed integration guidance, please refer to our API Documentation or contact our integration specialists at integrations@shieldarrow.com.