Support

Get help.

Start with a guide or a help topic. If you are signed in, open a ticket from the console so we can see your account context. Otherwise, write to us.

Open a ticket (sign in)Email support

[01]Get started

Three guides cover most first questions

guide.install-agent~5 min

01
Create an account
Sign up
02
Run the installer on your Linux server
One command, as root.
03
Register it in Servers → Add server
With the API key the installer printed.

Full guide →

guide.enrol-phone~3 min

01
Create a code
Devices → Add device in the console.
02
Install the app
Download the APK
03
Enter the code
Settings → Add this device, on the phone.

Full guide →

guide.first-alert~5 min

01
Add a channel
Email, Slack, Discord, Telegram or a webhook, then Test.
02
Create rules
The essential preset, or your own thresholds.
03
Watch the history
Acknowledge or resolve what fires.

Full guide →

[02]Help topics

Find your answer by topic

Servers and agents

Installing, connecting, the agent, ports and keys.

Android phones

Installing the APK, permissions, linking to a console, 4.2.

Alerts and incidents

Channels, rules, presets and what an incident is.

Organisations and roles

Tenants, switching, the six roles and two-person approval.

Billing

Paying in rupees, coupons, device keys, GST invoices, referral, refunds.

Privacy and your data

What is collected, retention, export and deletion.

Security reports

Found a vulnerability? How to tell us.

Disclosure →

Developers

Routes the console uses and the shared event contract.

[03]Troubleshooting

Common problems, first checks

My server shows as offline in the console

On the server: sudo systemctl status serverguard-agent and sudo journalctl -u serverguard-agent -n 100.

The agent connects out to the hub, so check that the server can reach https://safeavio.com (for example curl -sI https://safeavio.com). A heartbeat that never arrives usually means an outbound firewall or a wrong key; no inbound port is needed.

The console says the agent key is wrong

Copy the key again from /etc/serverguard-agent/api_key with no trailing space, and update it on the server in the console. A heartbeat with an unknown key is refused.

Scans, firewall or reboot do nothing on my server

On Linux the agent runs scans, firewall control and reboot when an administrator sends them from the console. On macOS and Windows these are limited. Check the agent version in the server's detail page and see the agent reference.

Adding a server says "plan limit reached"

Your plan sets how many servers you can register. Remove one you no longer use, or change plan on the pricing page.

Android says "App not installed"

An older copy signed with a different key is on the phone (only a phone still on 4.1 needs this, once). Retire the phone in the console, switch off device administrator for the app, uninstall it, then install again.

The phone locked itself after I changed a setting

Switching off device administrator on a linked phone is treated as tampering and locks it. Unlock it with your normal screen lock; ask your admin to retire the device before you remove the app.

I paid but my plan is not active

If money left your account but the plan is not active, do not pay again. Write to us with the payment reference from your bank or the gateway and we will resolve it by hand.

An alert channel test fails

For email, check the SMTP host, port and credentials; for Slack, Discord and webhooks, the URL. Channels to private network addresses are refused.

I cannot see a page my colleague can

Pages depend on your role in the organisation. An analyst does not see device commands, an operator does not see rules, and only owners can change the plan.

What to include

Your account email and organisation
What you were doing, and the exact error text
Server or phone, operating system and agent or app version
When it happened, with your time zone

Never send passwords, agent API keys or device tokens. We will never ask for them.

[04]Channels

How to reach us

Support channels and their state
Channel	For	State
Console ticket	Signed-in customers; includes your account context and keeps the thread	Available
[email protected]	Everyone; the single address for support, sales, billing, security and privacy	Available
Phone or live chat	Not offered	Not available
Community forum	Not offered	Not available

Status

Is it up?

Live reachability, checked from your browser.

Release notes

What changed

Every deploy round, with dates.

Contact

Sales, partners, press

Everything that is not a support question.

Response times

We answer as quickly as we can, but we do not offer guaranteed response times unless they are written into your contract.