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FAQs

Frequently Asked Questions

Click on a question to reveal the response.

Q

The entire onboarding process is scheduled to take 4-6 weeks.  Factors such as customer environment size and other technical expertise may expedite the process.  We want to ensure you have the best possible experience as we welcome you to CRITICALSTART.  Our project management team will be your guides and coordinate all meetings and events.  If you have questions during the process, please reach out to [email protected] or your account manager.

Our process is designed to keep things simple by only presenting you with just the tasks necessary for each phase. This means we’ll email you a link to unlock each new phase as you walk through the onboarding process. However, if you’ve lost a link, we’ve got them all listed here for you:

Q

If you notice that there is an issue with your console during the process, such as applications being blocked, account lock out, or whitelisting needed, please escalate to [email protected] or call 24x7x365 support line at (877) 684-2077.  For non-emergency issues, such as account lock out, our turn around time is  typically 1 business day.  For emergency issues, such as outages, please call the support line above and a CRITICALSTART representative will be with you shortly.

Q

If CRITICALSTART requires additional information to provision accounts for your environment, your account manager and our support team will reach out to you directly.  It is important that you provide names, emails and mobile numbers for each user who will need account access.

Our team utilizes OneLogin, which has a short window of authentication to prevent malicious activity in your account.  An invitation to log into your OneLogin account will be emailed to you and requires activation within 2 hours from the time the email invite is sent. If the expiration expires, please notify us at [email protected]. Password resets or any additional questions regarding account creation may also be sent to this email address.

For detailed instructions on setup, please read our OneLogin Instructions Guide.

Q

Provisioning environments and configuring access is a complex process. Please be patient as our team typically builds environments in the order they are received. If there is an urgent requirement to expedite your build please contact your account manager and send notification to [email protected].

Q

Contact the CRITICALSTART support team via email at [email protected] to open a support ticket. Service support hours are 9:00am – 5:00pm, CST.

Q

It is critical that your existing provider be notified of your intention to move services to CRITICALSTART.  This is necessary as some software does not support multi-console access. The process may include removing a policy that prevents the installation/uninstallation of software and the removal of access to the old environments if the email account used is the same. If your policies prohibit the uninstallation or installation of software, it will need to be modified by the team that supports these for your environment.

If you are experiencing any issues, please contact your account manager.

Q

A degree of technical expertise will be needed when installing and removing software from your environment. Admin guides can be provided for supported software. If you need additional assistance, please email [email protected].

Q

It is important for us to have security events in your environment before we tune.  Depending on the traffic this can take a week or more.  In addition, it is important that we have security events prior to scheduling training so that you can best understand the console.  Although access to the console is granted at the time of provisioning, it is best practice to view the console with our support team in order to minimize changes that could impact production.

Q

Contact the CRITICALSTART support team via email at [email protected] to open a support ticket. Service support hours are 9:00am – 5:00pm, CST.

Need to add your client?

Need to add additional MSSPs to add their clients? Click here and we will take you to another tab to add additional MSSPs. If you have any questions, or need assistance, your CRITICALSTART team is here to help you. Thank you for your business.

Having Trouble?

Email [email protected] to open a support ticket. Service support hours are 9:00am – 5:00pm, CST.