A direct technical support team
When a PAM bastion goes down, so does access to your servers. Our technical team, the same people who designed and built Bastigo, responds to incidents within 24 business hours.
One ticket, a team that knows the product
Every ticket lands directly with the people who built Bastigo, with no queue relayed to a call center. Priority is visible at a glance, response time within 24 business hours.
From installation to day-to-day, the same team answers
24-business-hour response
Report an incident and get a first response from our technical team within 24 business hours, with a resolution timeline communicated as soon as it's picked up.
Ticketing built into the portal
A direct link to our support platform from the Bastigo admin interface itself, no need to hunt for a phone number or address elsewhere.
Updates included
Access to new versions, security fixes and downloadable builds, included in your license, no separate support tier to subscribe to.
Full documentation
Installation guide and day-to-day operations guide, kept up to date with every release, available directly from the support portal.
Deployment support
A demo followed by installation support for every new customer, expanded on the Enterprise tier.
A team that knows the product
Your requests are handled directly by the people who designed and built Bastigo themselves, with no outsourced service in between.
The expertise of the team that built Bastigo
Bastigo is built by a small technical team that designs, codes, and operates every part of the bastion itself: SSH and RDP gateway, password vault, policy engine, audit. When you contact support, you're talking directly to someone who knows the product from the inside, with no first-tier agent forwarding your ticket further down the line.
That closeness has a direct effect on support quality: a security fix identified one day can ship the next, without waiting on a quarterly release cycle decided elsewhere.
What IT teams ask about support
What is the response time for an incident?
Our team targets a first response within 24 business hours of a ticket being opened. Resolution time then depends on the nature of the incident, communicated as soon as it is picked up.
Is support included in the license?
Yes, support and software updates are included in every Bastigo license tier, with no separate support tier or hidden cost.
How do I contact Bastigo support?
From the Bastigo admin portal itself (a direct link to the support ticketing system is built into the interface), or by email at contact@bastigo.net.
Does Bastigo offer help with deployment?
Yes, a demo followed by installation support is offered to every new customer, with dedicated, expanded support on the Enterprise tier (see the pricing page).
Who answers when I contact Bastigo support?
A small technical team that designed and built the bastion itself: your request stays with people who know the product, with no outsourced call center in between.