Every Dradis Pro plan includes a concierge support service: The same experts build your report templates, map scan output to your data schema, and fix your self-hosted instance - year after year.
Helping since 2015
Helping since 2018
Helping since 2023
You are a ticket number in a queue. Anything the knowledge base does not cover is either your problem or an "extra services" quote.
We configure the Dradis platform to fit your unique service lines, your data schema, the scanning tools you use, and everything else, so your testers don't get pulled into it.
Send us a sample of your current Word report. The concierge reporting service rebuilds it as a Dradis template: tables, sections, charts, and custom styles included.
The conversion takes a couple of days, most teams are fully set up within 30 days, and template updates stay included at no extra cost.
Your first Dradis report comes out in your format. Whenever there's an update, everyone starts using the latest version immediately.
If you have other documents like methodologies, checklists, or a library of reusable vulnerability descriptions, we can get them migrated too!
Email, in-app live chat, and the Pro Slack workspace go straight to our support team. Everyone else in our team is available too.
No bot, no tier-one script. They take the time to understand, reproduce the problem, and reply with the fix, and when it is faster to look together they schedule a screen-share.
Most questions are answered within one business day, often much faster. Our team is distributed, so we have good timezone coverage!
The report still ships on time, and nobody on your team needs to become the in-house Dradis expert.
Dradis runs on infrastructure you control, and we never hold your findings.
Support works the same way: We diagnose from what you share, walk you through upgrades, and provide offline activation for air-gapped instances.
Government and defence teams run Dradis on disconnected networks with the same support as everyone else. You keep data sovereignty without being left alone with the box.
Rachael, Christoffer, and Pavels are the Dradis support team, and customers know them by name. Rachael has been with Dradis support since 2015.
The person who built your template is the one who updates it when a client changes their required format three years later.
No re-explaining your setup, no playing whack-a-mole with a different rep each time.
Since 2020, 98% of rated support interactions came back GREAT. In the last two years: 76 ratings, all GREAT.
You have one of the, if not the best support I've ever had in 20 years of doing IT and security.
We no longer have a dependency on app developers for an internal reporting tool, or the costs of maintaining a reporting tool, and we can always count on the Dradis team for report format changes.
The Dradis support team is simply amazing! Blazing fast and always spot-on for all their answers. What could we ask more since that's already on top of a powerful product?
All the features we wanted you guys implemented, and any issues we had, you guys fixed immediately.
It is just awesome to be able to work with a company that fixes the problem the first time and understands the problem we as a customer experience and not a boiler template type reply.
You guys have by far the best customer support out of any of our vendors. From the account management side through to Rachael on the technical side, I've been very impressed.
Probably the fastest ticket of my life.
Very quick and efficient help that solved the issue within half an hour.
The reply was quick and to the point. Fixed annoying issue in less than a day.
I was not expecting you to create a template in such detail, so I was giving you quite a plain template. I thought I had to do the more detailed stuff myself. Thanks a lot!
Christoffer responded quickly to our critical issue, and gave useful advice for resolution, so the problem could be fixed in a single exchange.
This service is one of the main reasons our team uses Dradis (of course the product itself is amazing). Every time we come to you with some weird issue, you guys are on the ball with it.
I'm happy to know that patching and updating in an airgap environment isn't going to break the active activation.
Very invested in finding a solution that is usually beyond the scope of what a customer could expect to get as a response. I wished every company would interact with their customers like you do!
Your help regarding the speed of the report generation was absolutely great. We have evolved from about 30 minutes per report to roughly 1-2 minutes.
Rachael is always a pleasure to work with, I wish communication with all other partners (from other companies) would be this smooth!
Absolutely superb - problem solved first time, amazing support as always.
Already a customer? Email us, use the live chat inside Dradis, or join the Pro Slack workspace.
Yes. Every Dradis Pro plan includes email support, in-app live chat, the Pro Slack workspace, screen-share troubleshooting, personalised onboarding, and the concierge reporting service.
Enterprise adds a service level agreement with guaranteed response times and a dedicated success manager.
Pro customers typically receive an initial response within one business day, often much faster. The support team works business hours in the UTC+0 timezone.
Enterprise customers have guaranteed response times under their service level agreement.
Send us a sample of your current report and we recreate it as a Dradis template: tables, sections, and style. If you already have a library of vulnerability descriptions, we import that too.
The conversion takes a couple of days, most teams are fully set up within 30 days, and the initial conversion and ongoing updates are included at no extra cost. See concierge reporting.
No. Dradis is self-hosted and we never hold your findings. Support works from the logs and screenshots you choose to share, or over a screen-share you drive.
Air-gapped instances get offline activation and upgrade instructions that never require an internet connection.
Pro customers can email us, use the live chat inside Dradis, or join the Pro Slack workspace.
Community Edition users have the community forums and the GitHub issue tracker.
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