Support | Ground Labs

Free

Access essential resources including setup guides, product documentation, and our blog — everything you need to get started and resolve issues independently.

Standard

Get reliable support with access to our knowledgeable team, ensuring you receive the help you need to keep everything running smoothly.

Premium

Enjoy priority access to expert assistance, faster response times and tailored guidance to ensure your experience is seamless and fully optimized.

Support levels comparison

Explore the features, tools, and benefits of each support level to find the plan that fits your needs, with a clear view of capabilities and assistance provided.

Product	Standard	Premium
Enterprise Recon PCI
Enterprise Recon PII
Enterprise Recon PRO
Service level agreement	Standard	Premium
Response time	12 Hour SLA	8 Hour SLA
24 x 5 Coverage
Support options	Standard	Premium
Initial setup of Enterprise Recon product
Initial training within 90 Days from purchase
Assigned personnel for training	3 Named	5 Named
Online training video access
Knowledge Based articles and Portal access
Annual Health Check	1 Per year	2 Per year
Ability to raise support tickets via web or customer portal
GLASS Studio training
Quarterly training updates up to 2 hours per session*

*Training packages are available for purchase via sales@groundlabs.com or your Account Manager

The details on this page are for informational purposes only. While we strive for accuracy, details may change without notice.
We recommend verifying any critical information with our support team. Last updated 08/10/2024

What our customers are saying

4.6 (22)

Aswini R.

PCI Admin

Best thing about ER is the comprehensive data discovery capabilities, which allow for accurate identification of sensitive information across diverse environments. The interface is user friendly, and the platform is intuitive, making it accessible even to non-technical users.

Gaurav D.

Security Assurance

Our primary use case was identifying and managing personally identifiable information across a diverse set of structured and unstructured data sources. Enterprise Recon consistently delivered high accuracy with notably low false positive rates

Kelvin H.

Consulting Practice Director

Enterprise Recon is the go-to solution for discovery of sensitive data at rest. It is very effective at detecting stored cardholder data, PII data or other sensitive data.

James J.

CTO

Enterprise Recon was a cornerstone of our PCI compliance toolkit. Deployed across desktops, servers, and cloud storage, its SaaS platform and lightweight agents gave us full visibility into unstructured data with minimal overhead. Truly “fire-and-forget,” it ran reliably in the background until action was needed.

Bruce T.

PCI Technical Advisor

We’ve used Enterprise Recon for over 7 years across our entire PCI environment. It works on any device or OS, makes suspect data easy to remediate, and lets you set filters to reduce false positives. You can also schedule recurring scans and receive notifications of the results.

Shannon M.

Support Desk Analyst

Easy to use, simple to maintain. Support is fantastic, the team greatly assisted me in picking up the software for a refreshed integration and implementation for our environment. Overall solid PCI scanning product that is unmatched in the field