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  Customer Care
  Declude offers timely and quality technical support by expert engineers. The team averages 90% resolution on the first contact. We are dedicated to helping you get the most out of your Declude product while improving your ROI, reducing administration and ensuring the highest level of performance. Listed below are some helpful links and important information.

Declude Security Suite Support is available Mon - Fri 8:30 am – 5:30 pm (Eastern Time) (except on designated holidays)

Contacting Technical Support: Declude End User License Agreement (EULA): Click to View
  Declude Support

This guide will answer questions regarding our technical support and procedures available to meet your support technical needs. We have created three support offerings based on our customers' needs. Our Customer Support engineers will provide the highest level of support. All of these offerings are designed to meet or exceed your expectations.

Please refer to the chart below for the key features of the various support offerings.
  • Per-Incident Technical Support will resolve 1 specific Declude related issue.
  • Basic Support Technical Support will resolve 3 specific Declude related issues.
  • Extended Support Technical Support will resolve 15 specific Declude related issues.
  • Security Suite Support Technical Support will resolve unlimited specific Declude related issues.
How to Reach Us and When

Declude Customer Support is committed to providing the highest level of support for our customers and partners. Should you encounter a problem or need an answer to a question, please email or call us directly.

How to Reach Us:  Hours of Operation:

Monday through Friday 8:30AM – 5:30 PM (EST), excluding Declude Holidays.

 DECLUDE. INC. - 2010 HOLIDAY SCHEDULE
  • January 1 - Friday - New Year's Day Holiday
  • January 18 - Monday - Martin Luther King Day
  • February 15 - Monday - President's Day
  • May 31 - Monday - Memorial Day
  • July 5 - Monday - Independence Day
  • September 6 - Monday - Labor Day
  • October 11 - Monday - Columbus Day
  • November 11 - Thursday - Veterans Day
  • November 25 - Thursday - Thanksgiving Day
  • November 26 - Friday - Day after Thanksgiving Day
  • December 24 - Friday - Christmas Day Holiday
Pre-Diagnostic Questions

In order for us to better serve you we ask you to review the following questions as they will be the first questions we ask. To expedite your inquiry please email or have these answers readily available.
  • Company name and/or company account number and authorized contact name
  • A phone number and/or an email address where we can contact you
  • Declude product/s and version
  • Severity level
  • Operating System Version, Disk Capacity, CPU, RAM

Request type

  • Administration issue
  • Enhancement Request
  • How to?
  • Installation issues
  • Known problem or Interim Release
  • Request for Information
  • Clear and concise description of the problem
  • Including steps to reproduce the problem
  • Relevant error logs or messages (i.e., log files, screen shots, config files)
Troubleshooting and Diagnostics

Next we’ll evaluate the information provided from the pre-diagnostic questions listed above and begin investigating your case.

 Standard Process of Troubleshooting and Diagnostics
  • Configuration : Review and verify system configuration
  • Version : Verify product version
  • Documentation : Initial signs and effects of issues need to be documented
  • Review: Information relevant to the scope of the issue (i.e., log files, screen shots, config files, etc) will be reviewed
  • Control Environment: Establish any changes made prior to the development of problem
If permitted, we will walk you though the steps to help you discover issues through remote access.

Your Responsibilities

We ask that when you log a case with Declude Customer Support that you make yourself and the appropriate people available to assist in the resolution of the matter. This will expedite your resolution. Your timely response and feedback to the support team will make this process efficient.

Alternate Assistance

Unfortunately, there are issues where Declude’s Support Engineers will be unable to assist you. Below are some areas where we will have to refer you elsewhere:
  • Issues related to customization work performed on Declude Security Suite configuration files or third party plug-ins.
  • Support for Declude products and /or versions that have expired or ended. Please refer to published End of Life date.
  • Networking problem
  • DNS issues
  • Diagnosis or support of third party products and enabling software (e.g. operating systems and network software).
Case Severities

Declude defines case severity on three levels that reflect the business impact. Declude defines the term "Initial Response" as the maximum time a Declude Customer Support representitive has to contact a customer and/or partner either by email or phone to log a case and furnish a case number. It is important to note that Initial response does not mean the time for an issue to be resolved

Severity 1 – Mission Critical
  • Production Issue (System down; virtually complete interruption of mission critical service)
  • Crash with no recovery/hang
  • Functional failure
  • Critical loss or corruption of data
  • Installation/upgrade/migration failure
  • Severe performance related issues - system is impacted but usable
  • No work around available
  • Frequent crash/hang with auto-recovery
  • Major Feature failure or major usability problems
Severity 2 - Moderate
  • Installation/upgrade/migration failure - pre production
  • Filter Update issues (spam, AV, etc.)
  • Feature failure or deviation from our specification or documentation
  • Moderate usability problems
  • Errors, warnings, performance issues or restarts not causing serious impact
  • Configuration changes  
Severity 3 - Minor
  • All "how to" questions
  • Configuration and usability issues
  • Root cause analysis or post mortem of previous issue
Case Closure Policy

Declude Customer Support is committed to resolving all inquiries in a timely and satisfactory manner. Understanding case closure is part of customer satisfaction.

Standard Case Closure
  • Issue has been resolved
  • No longer experiencing the behavior that initiated the case
  • Acceptable workaround has been provided
  • Expired Subscription or Support Contact
If 48 hours pass without a response from you after we have responded with a proposed solution/workaround the ticket will be closed automatically . Should you still have an issue you can reopen the case to continue efforts to resolve your issue.

Case Escalation
  • Should your situation require attention of upper management we will escalate your case as necessary.
If you are not completely satisfied with your resolution or level of support you are welcome to contact Customer Support Management: David Barker – VP of Declude Operations, 978-499-2933 ext. 7007 or email him at dbarker@declude.com.

Customer Support Offerings
Per-Incident Basic Extended Security Suite
Support Incidents 1 3 10 Unlimited
Fee $245 $395 $695 N/A




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Declude a division of DNSstuff Enterprise.



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