Contact Support

AppGate provides multiple options for our customers to receive support and assistance including searching our online Knowledge Portal and opening a case with our Support Team. To protect your account and ensure the best service, only authorized SDP Administrators can open a case with our support team. If you are not an authorized user, please contact your organization’s administrator for assistance.

AppGate SDP end users should contact their internal IT teams or Helpdesks for assistance. As our customers manage their own deployment of AppGate SDP, they will have the necessary knowledge and access needed to support their end users. Your administrators will contact our support team as and when needed. You can also find general information on the SDP Client in our User Guide.

Search our Guides and Knowledge Articles

AppGate has consolidated our Guides and Knowledge Articles into a single web-based Knowledge Portal. This portal is continuously updated as we release new versions of our products and develop new content. You can browse through our Admin and other guides and perform keyword searches on specific topics or use our AI search engine to help answer questions or summarize sections. If you are an authorized SDP Administrator, you can login to the portal using the same credential as you use for our Support Portal to access additional content.

Open a case through our Support Portal

Authorized Administrators can use our Support Portal to open new Cases with our Support Team as well as manage their existing cases. The Support Portal allows you to view the history of new or historical cases, add comments or upload attachments like client or Appliance log files. If you are not a registered user, please contact one of your company’s SDP Administrators to be added, your company’s Customer Success Manager, or send us an email to request to be added. Additional details on using our Support Portal can be found here.

Open a case through email or web

The Portal is the recommended method for requesting support. In addition, Appgate’s Support team is available 24x7 and can be contacted via the phone numbers and emails detailed in our Contact Us page on the Support Portal.

When calling Support regarding a critical issue that needs escalation, please ensure to first open a case in the Portal or email and reference the case number so that the Agent can properly help escalate the investigation of your issue.

Opening a Support Case

When you open a support case, please provide:

• A detailed description of your issue/question including but not limited to - error messages, screenshots, changes in environment, and AppGate version

• Any relevant logs (see below)

• Screenshots of any errors or unusual behavior you are experiencing

• Troubleshooting steps already performed

• Impact the issue is having including number of users, appliances and sites affected and the overall impact to your users

• Your local time zone and the time zone of the affected users

• Point of Contact for the issue and their time zone

This information help expedite the investigation of your case and accurately evaluate the severity of the issue and how best to proceed if a call is necessary.

Providing Logs

Because AppGate SDP client and appliance logs are valuable for troubleshooting the causes of problems occurring with the SDP client or collective, it is advisable to collect the relevant logs before opening a support case with AppGate. Depending on the type of issue you are reporting, different or more logs may be required. Examples of common scenarios and what should be gathered include:

• Client is not installing: Client logs and screenshots of any errors

• Client is unable to connect to a Controller: Client logs, controller logs, and a screenshot of the time on the user’s machine

• Client is unable to connect to a Site: Client logs and Gateway logs

• Client is unable to reach a target: Client logs, gateway logs for the gateway they are connected to, and screenshots of any errors

• Appliance is showing offline in the Admin UI: Controller logs, Appliance logs, screenshots of any errors

• Appliance in an Error or warning state in the Admin UI: Appliance logs and screenshots of any errors

Detailed instructions for collecting and providing logs can be found here. If you have a large log file and are unable to attach it while creating the case, try to attach them after the case is created. If you are still unable to attach the logs, please add a note in the case and we can provide details on how to upload them to our FTP site.

Obtaining the version details

For Client versions, go to the top of your client and hit the 3 dots. Then navigate to About section which should show the version information.

The appliance version can be found within the AppGate Admin UI in the system -> appliances section or by going to the appliances section within the Dashboard.

About AppGate SDP Hardware Appliance Support

Note that hardware purchased through AppGate is not manufactured by AppGate. AppGate will pass through applicable warranties from the hardware manufacturers as such manufacturers may permit. Click here for guidance about seeking support for AppGate SDP hardware appliances.