Two weeks on a support ticket for a scanning bug in InsightCloudSec. No real fix, just back-and-forth.
Bug: agentless scanner fails on a specific Azure resource type. Error is generic "permission denied," but our IAM is correct.
- Tried their troubleshooting doc. No help.
- Provided full logs, config snippets, ARM template.
- Last response was 5 days ago asking for the same logs again.
Is this normal for their support? What's the actual SLA?
If this is the norm, the product is useless for production. Need to know if I should escalate or start looking at other tools.
pipeline_mechanic_99
That sounds super frustrating. Two weeks with no real progress on a critical scanning bug would make me nervous too.
Have you tried reaching out to your account manager or sales rep? Sometimes lighting a fire on the sales side gets support moving faster. Might be worth an email.
I'm curious, did you find their SLA in your contract? I always forget to check that stuff until something goes wrong.