How can we help?
Start with search — the fastest answer is almost always already written. The box below searches the full Monitic documentation: installation guides, module how-tos, and troubleshooting articles, all maintained by the same team that builds the platform. If the docs don't settle it, every support channel you have is on this page, along with exactly what response time to expect on your plan.
Four ways to get help
Browse the docs
The documentation covers every module from agent installation to advanced automation, organized the same way the console is. Troubleshooting articles are written from real cases — start there for anything that looks like a known behavior.
Open a ticket
Sign in to the console and open a ticket from the in-app support portal. In-app tickets automatically attach your workspace context — agent versions, affected devices, recent changes — which routinely saves a full round-trip of diagnostics. This is the recommended channel for anything technical.
Email support
Write to [email protected] from your registered address. Email is best for non-urgent questions or when you can't reach the console. Include your workspace name and, for device issues, the affected agent's hostname.
Check system status
Before troubleshooting on your side, check the system status page for current platform health and incident history. If the platform is degraded, the status page will say so before any queue can.
Support by plan
Response targets below are our standard commitments for the first substantive response, measured in business hours.
| Plan | Channels | First-response target |
|---|---|---|
| Core | Documentation + email support | 2 business days |
| Pro | Core channels + in-app ticket portal | 1 business day |
| Enterprise | All Pro channels + priority queue | 4 hours |
Trial users receive Pro-level support for the duration of the trial — a stuck evaluation is something we want to hear about. If you need faster commitments than your current plan offers, the pricing page covers what each tier includes, or talk to sales about Enterprise.
Popular troubleshooting topics
The articles our support team links most often:
- Agent won't install or enroll — prerequisites, silent-install flags, and enrollment token issues → Getting started
- Device shows offline in the console — connectivity checks, proxy configuration, and agent service health → Endpoint management docs
- Patches stuck in pending — maintenance windows, approval policies, and per-device patch logs → Patch management docs
- Remote session won't connect — network requirements and session troubleshooting → Remote access docs
- Alert noise tuning — thresholds, durations, and alert-rule scoping → Endpoint management docs
- Report shows unexpected data — scoping, filters, and schedule behavior → Reporting docs
Support FAQ
Sign in to the console and use the support portal — it's available on Pro and Enterprise plans and to all trial users. Core-plan customers reach us by email at [email protected]. Either way, include what changed most recently; it's the single most useful diagnostic fact.
A substantive reply from a support engineer — an answer, a diagnosis plan, or a specific request for information. Automated acknowledgments don't count against the target, and we don't play that game.
Targets are measured in business days and business hours. Enterprise priority-queue handling covers extended windows — the specifics are part of the Enterprise agreement, so confirm yours with your account contact.
Not through the support queue. Use the responsible-disclosure process in the Trust Center — it reaches the security team directly and is handled with priority.
Sales question instead?
Support is for keeping you running; if you're evaluating Monitic or expanding your plan, that's a different door. Contact us with a sales question, get a demo of anything you haven't seen, or start a free trial — full-featured, 14 days, no credit card.
See Monitic on your own fleet
Full-featured 14-day trial · no credit card · your real fleet in the console on day one.