The Support & Help page in Vigilbase One brings together your support plan, every way to contact the Vigilbase support team, and your tickets.
Open Support under Requests in the sidebar, or go to https://one.vigilbase.com/dashboard/support.
Your support plan
Your Support Plan shows your current plan, Free, Core, Priority or Critical, and what it includes. View Full SLA opens the service levels at https://vigilbase.com/sla. Unless you are on Critical, Upgrade Plan opens a live chat with a message asking about a higher plan.
Contact the support team
Under Contact Options:
- Start Live Chat opens a chat with the support team. It is the fastest way to get help.
- Phone Support is shown on Priority and Critical plans, with a number for each region. The number for your location is marked Recommended. Call from your registered number for faster verification.
- Email: write to help@vigilbase.com.
Submit a ticket
Choose the Service. Cloudflare, Cloudflare Enterprise, Email Security, Endpoint Management, Security Monitoring, Managed Security, Microsoft 365 or Other.
Choose the Priority. See the table below.
Write a Subject. At least 5 characters.
Write a Description. At least 20 characters. Include what you expected, what happened and anything you already tried.
Add CC recipients (optional). Separate multiple emails with commas.
Click Submit Ticket. One confirms with the ticket number.
| Priority | Use it for |
|---|---|
| Urgent (P0) | Critical system down or security incident. |
| High (P1) | Major functionality impacted. |
| Medium (P2) | Partial functionality affected. |
| Low (P3) | Minor issue or question. |
The team responds according to the priority and your support plan.
Book a call
Schedule a Call has a calendar for booking a support call with Vigilbase. Your name and email are filled in; choose a time slot.
Your tickets
Your Tickets lists your tickets with their number, state, priority, title and last update. Switch between Open and Closed, and use the refresh button to reload. Click a ticket, or View All, to open it in the Vigilbase help centre at https://help.vigilbase.com.
How Vigil helps with tickets
When a ticket is opened, Vigil, the Vigilbase assistant, investigates it for your Vigilbase team: it looks for similar past issues and checks the relevant service data, then prepares its findings and a draft answer. Your Vigilbase team reviews them before replying to you.
You can also ask Vigil directly about your services. See Ask Vigil.