Datto EDR scope of support

Overview

This article describes the scope of product support that Datto EDR makes available to its customers.

Scope of support

Datto Technical Support is available to investigate and address Datto EDR product issues. These responsibilities include the following:

  • Troubleshooting errors or faults occurring within the product that are causing an impact to its operation

  • Verifying if a detection rule or extension provided by Datto is running as expected in the platform

Limits of support

Due to the wide variety of rules and extensions you can develop with our platform and their custom-tailored nature to their client environments, we cannot assist you with creating or troubleshooting these solutions.

IMPORTANT  Extensions are executable files that run with administrative privileges. You should treat them with the same caution as any other command executed with administrative privileges. You must test your custom extensions or identify and trust the source from which you receive any extension.

Taking action to respond to threats in your environment is not within the scope of our support offering. If you are a BCDR customer and are in a disaster recovery scenario, refer to our Kaseya Support article to learn how to get in touch with our team.

Getting help with out-of-scope support requests

We understand that unusual situations can occur. If you require assistance with an out-of-scope support request, contact your Account Executive to explore Professional Services engagement options.

We encourage you to grow your knowledge by reaching out to other partners on the Datto Community. If you're a seasoned EDR user, we encourage you to visit the Community and share your knowledge with others.

Have product feedback?

We want to hear from you! To send us feedback about your product experience, or if you'd like to submit a feature idea, click the (help) icon in the upper-right corner of any application page. Then, from the Show me how... menu, click Submit product feedback. The responses you provide will be sent directly to our Product Management team.

Need support?

Kaseya is always available to assist further. Your Kaseya Account Executive can enroll you in basic and intermediate-level platform training. For technical assistance, visit our Kaseya Support article to learn how to get in touch.