Skip to main content

Contact Support

This topic describes how to contact Digital.ai customer support.

Before You Begin​

Here are a few steps you can take before submitting a ticket:

Submit a Support Ticket​

If you encounter an issue with a Digital.ai Application Security product and it is not covered in our documentation or knowledge base, you should submit a ticket via our Customer Support portal:

https://support.digital.ai/

The following sections describe important details to include in your ticket.

Required Fields​

It will help Digital.ai assist you more quickly if you provide us with all relevant information about your issue or question.

  • Version: In the Description field of the ticket, include the version number of the product, and note any hot-fixes installed. The full product version is listed at the top of your protection log output.
  • Priority: What is the impact of this problem on your business? For a detailed breakdown of support policies and priority definitions, see Digital.ai Support and Maintenance.

Describe Your Request​

The completeness and detail of the ticket description are important in helping Digital.ai support staff solve your issue. The more information you can provide, the better. Here are some suggested details that you should include:

  • What are you trying to accomplish?
  • What steps did you execute in the product that resulted in the issue?
  • What result did you expect?
  • What is the actual result?
  • What is the most recent change in your environment? Examples: Upgraded from version X to version Y, Installed a new operating system, Changed compiler or linker options, etc.

Additional Information​

The Digital.ai support team may need more technical information to reproduce and resolve your issue. You may be asked to supply some of the following details:

  • Binary configuration
    • Such as compiler and linker flags, target platform, languages used, etc.
  • Input
    • The protection configuration (blueprint or guardspec).
    • The unprotected app code. Depending on the platform this could be any of the following:
      • Linker map file, PDB file, and unprotected binary.
      • Unprotected APK, AAB, IPA, or XCARCHIVE file.
      • Inputs to protection phase of the build (if not using post-build protection).
  • Output
    • The protected application.
    • The protection log with as high verbosity as possible.
    • Any relevant error message text or screenshots.
    • Runtime log snippets or entire log files.
  • Other
    • Type of licensing used (node-locked, cloud).

Confidentiality​

Digital.ai is committed to protecting your intellectual property. For more information about how we treat confidential information and details on how to submit sensitive artifacts, see How Digital.ai Customer Support handles your confidential information.

Last updated on