Support
How to reach the Overwatch team, when we answer, and what happens outside support hours. Where the Priority Support add-on changes the answer, the table says so.
How to reach us
- Email AskOverwatch@overwatchsecurity.tech.
- Or select Help and support (the question mark in the top bar) and Email support, which starts an email for you (Help).
- For something urgent, put URGENT in the subject.
Support hours
Monday to Friday, 8am to 6pm US Eastern, except US public holidays. Priority Support adds extended hours, as set in your order form or plan.
The agents work around the clock. Support hours are when people answer questions and fix problems.
Response times
The time to our first reply from a person, counted within support hours.
| Priority | What it means | Standard | Priority Support |
|---|---|---|---|
| P1 Urgent | Overwatch is down for you, or an action did something you did not approve | 4 hours | 1 hour |
| P2 High | An agent or feature is broken and blocking your team | 1 business day | 4 hours |
| P3 Normal | Questions, a verdict you think is wrong, tuning requests | 2 business days | 1 business day |
| P4 Low | Feature requests and feedback | 5 business days | 3 business days |
Standard support comes with every subscription. Priority Support is an add-on pack, chosen on the Billing page or named in your order form; it also adds extended hours and a monthly review call.
Availability
We aim for 99.5% monthly availability of the console, not counting announced maintenance or outages at Microsoft, the AI model providers or your own systems.
Outside support hours
Dax keeps triaging and Demitry keeps checking. Anything that needs a decision waits in Approvals and reaches the people you chose in notifications, so nothing consequential happens without a person unless your admin turned on Full auto for that action (Autonomy and approvals). Every action is in the Audit Trail.
If your daily AI budget runs out, research and optional work pause until the next UTC day while Dax and Demitry keep triaging, and admins are told. Ask us if that happens.
Changes and maintenance
We tell your admins about changes to what the agents do, and announce planned maintenance in advance.
Security incidents
If we confirm a security incident affecting your data, we tell your security contact within 72 hours with what happened and what we are doing about it. How we store and protect data is in How your data is handled.
Related
- Your first 30 days
- Getting started
Last reviewed 2026-11-09