SUPPORT

How can we help?

PLATFORM STATUS All systems operational

NEED TO STOP A RUN NOW? Use the kill switch in the console. It stops every agent in your tenant immediately. Then open a Severity 1 ticket.

How to use the kill switch

Browse help topics

GET STARTED Setting up Hayrok

Connect your first finding source Define a scope and its owner Run your first validation Invite your team and set roles

GOVERNANCE Scope, approvals and safety

How scope locks work Set up approval workflows Safety levels explained Using the kill switch

PRIVATE RUNNER Running inside your network

Install with Docker or Kubernetes Outbound proxy configuration Rotate or revoke a runner Troubleshoot a disconnected runner

RESULTS Findings and evidence

Read a validated finding Export evidence for auditors Retest a fix Understand risk scores

INTEGRATIONS Connecting your tools

Import from scanners and posture tools Send findings to ticketing SIEM and SOAR events CI/CD release gates

ACCOUNT Billing and access

Change your plan Manage SSO and SCIM Download invoices Add or remove scope

SUPPORT BY PLAN

Severity Levels and Coverage

Pick the severity that matches the impact. Response targets are set in your plan's support terms.

Sev 1 Critical A run is affecting a production system, or the platform is down.

Sev 2 High A major feature isn't working and there's no workaround.

Sev 3 Medium Something isn't working as expected, but there's a workaround.

Sev 4 Low Questions, how-to help and feature requests.

COVERAGE

Comb (Professional)

Swarm (Advanced)

Queen (Enterprise)

Channels

Email and console

Email, console and chat

All channels, plus phone

Sev 1 coverage

Business hours

24/7

Named contact

Customer success lead

Dedicated technical lead

Onboarding

Guided setup

Hands-on setup

Custom onboarding plan

Reviews

On request

Quarterly

Monthly

OPEN A TICKET

Talk to an Engineer

Signed-in customers can also open tickets from the console, where run IDs are attached automatically.

HELPS US RESOLVE IT FASTER→The run, scope or runner ID→What you expected and what you saw→When it started, with timezone

Severity

Work email Run or runner ID Optional

Subject What happened?

Our engineers respond in the order of severity.

Trust Center Security, compliance and data handling.Safe production testing How runs stay inside safe limits.Private Runner Deploy and operate the runner.Plans and pricing What's included in each plan.