Support Policy
Last updated July 2026
This page describes how support works for each Talon Studio tier. It applies to the current product tiers — Community, Team, and Enterprise — as described on the pricing page.
Community
Community edition is supported on a best-effort basis through public channels — GitHub Issues/Discussions for the project. There is no guaranteed response time. This is the right tier for evaluation, small teams, and self-supporting engineering organizations.
Team
- Channel: email support.
- Target first response: 1 business day.
- Hours: business hours, Monday–Friday, in the region your Talon Cloud tenant is hosted.
Enterprise
- Channel: priority email/ticket support, with a named point of contact for onboarding.
- Target first response: 4 business hours for standard issues; same-day for production-impacting issues (a detection pipeline down, a deploy failure blocking release).
- Includes: a dedicated success engineer for onboarding and quarterly check-ins, as described in your order form.
Response-time targets are goals, not a contractual SLA, unless your order form states otherwise.
What's in scope
- Questions about using Talon Studio's features.
- Help diagnosing install, upgrade, or configuration issues (see the Troubleshooting guide first — many issues are covered there).
- Bug reports and reproduction help.
Out of scope: general SIEM administration, detection-writing services (available separately as professional services on Enterprise), and infrastructure you self-host outside Talon Cloud.
Security issues
Do not use general support channels for suspected security vulnerabilities — see our vulnerability disclosure policy instead.