When customers raise questions to Support, those tickets are initially taken by the SBC team. Things that cannot be solved by SBC are escalated to Keeper, who may escalate internally, if necessary.


Support Scope


In Scope
Sherweb
Keeper Tier 2
Keeper Tier 3
Keeper Tier 4
  • Gathering customer information and diagnosing the problem or nature of the problem. 

  • Handle basic issues to the extent of vendor provided tools.

  • Verifying standard setup

  • Billing issues

  • Basic troubleshooting found in the product administration guide or online knowledge base

  • Tier 2 support consists of resolving intermediate-level technical problems, performing more advanced than Tier 1 technical troubleshooting, and seeking known solutions to reported technical issues.
  • Tier 3 support issues are those requiring expert-level troubleshooting and technical skills.
  • Diagnostic testing or remote monitoring tools may be required. 

  • Tier 4 is the highest level of support responsible for handling the most difficult or advanced problems.
  • Tier 4 support issues are those requiring escalation to the product development, operations, or system administration teams who may need to analyze the code, environment or data associated with the issue. 


Out of Scope
Sherweb
Keeper


  • End-customer support


Escalation Path


Support is available 24/7 


Only Level 3 is permitted to escalate to Keeper.


The preferred method of contact for support issues is enterprise.support@keepersecurity.com. Refer to this guide for contact information.


Critical level 1 tickets that are submitted are routed to the top of their queue. 


Information that should be added to the details of all support requests: 


  • Email address of the affected user (This detail is critical) 
  • Specifics of the situation at hand
  • Screenshots when available
  • Repro. Steps 


Important note before escalating: The only instance where Keeper nor Sherweb would be able to assist, is if a user forgets their master password. Due to their zero-knowledge platform, they do not hold onto any portion of the end-user's encryption key, it all resides with the end-user. They are asked to create a recovery phrase when first activating their vault, which is used as their backup if they ever forget their master password. If they have forgotten all that information, there is no way for anyone to help them back into their vault.