Parsivex includes in-app support on every plan — including Free. Open a ticket from the product app, keep the conversation in one thread, and get notified when the Parsivex team replies. You do not need a paid plan or a separate support portal.
Support tickets live on app.parsivex.com (/support), not on the marketing site. Sign in with the same account you use for scans and billing.
Open a support ticket
Sign in to the app
Go to app.parsivex.com and sign in. Support is available to every workspace member on your account.
Open Support
In the sidebar, expand the Support group and click Support — or go directly to
/support. You can also open Support from the notification bell when you have an unread reply.Create a ticket
Click New ticket, enter a short Subject (up to 200 characters) and your Message, then click Create ticket. Parsivex opens the thread immediately so you can confirm what you sent.
You can run multiple tickets at once. The left panel lists every ticket for your current workspace, sorted by the most recent activity. Select a ticket to read the full thread or add another reply.
What to include
Clear context helps us answer faster. In your first message, include whatever applies:
| Topic | Helpful details |
|---|---|
| AWS connection or scans | AWS account ID, the exact error from Test connection or the failed scan, and whether you used CloudFormation, Terraform, or manual IAM setup |
| Findings or reports | Finding type, resource ID or name, and what you expected vs what Parsivex flagged |
| Billing or plans | Workspace name, plan tier, and what you were trying to change (upgrade, invoice, seat limit) |
| Team or access | Invitee email, whether the invite was accepted, and the page where you were blocked |
Screenshots of the error or your IAM trust policy are welcome. Avoid pasting secrets — role ARNs and account IDs are fine; never include access keys or passwords.
Many AWS setup problems are covered in Connection troubleshooting. If those steps do not fix it, open a ticket and tell us which section you already tried.
Ticket statuses
Each ticket shows a status badge in the thread header:
| Status | Meaning |
|---|---|
| Open | We are working on your request or waiting to pick it up |
| Awaiting your reply | We replied and need more information from you |
| Resolved | The issue is addressed — reply anytime if something is still wrong |
| Closed | The ticket is finished |
Reply in the thread at the bottom of the ticket to continue the conversation. Press Enter to send, or Shift+Enter for a new line.
Where replies appear
When the Parsivex team replies:
- In the app — Open Support (
/support) and select the ticket. Unread tickets show a blue dot in the list until you open the thread. - Notification bell — The header bell includes a Support group when you have unread operator messages. Click the item to jump to Support.
- Email — Parsivex emails the address on your account with the subject line and a preview of the reply, plus a View reply in Parsivex button that links back to the ticket.
Email is a notification channel — you do not reply by email. Add follow-up messages in the in-app thread so the full history stays in one place.
Expected response time
We typically respond within a few hours on business days (Monday–Friday). Complex AWS org-policy or billing questions may take longer if we need to investigate with your cloud platform team.
Support is not plan-gated today — Free, Monitoring, and Team accounts use the same in-app channel. If you are blocked on onboarding or a failed scan, open a ticket even if you have not upgraded yet.
Next steps
- Welcome to Parsivex — onboarding overview and quick links
- Your dashboard — sidebar navigation, including the Support section
- Connection troubleshooting — fix common AWS connection errors before opening a ticket