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Services & support

Engineers beside you, from the first collector to full rollout

Tracix engineers help you plan, migrate and run the platform, with support plans that match how critical your systems are.

Talk to our services teamCompare support plans

Professional services

Six ways we help teams get value faster

  • Onboarding and architecture review

    Size workspaces, plan where collectors run, and design the policies that will manage them.

  • OpenTelemetry instrumentation

    Instrument services with upstream SDKs or zero-code eBPF, and set sampling that always keeps errors and slow requests.

  • Migration with a parallel run

    Run Tracix next to your current tools, compare what each one sees, and retire old agents when you are ready.

  • Network and NCM rollout

    Discover devices, tune SNMP profiles, load credentials into the vault and move changes into reviewed requests.

  • Security onboarding

    Connect security sources, run Sigma detections in shadow mode and tune them before they page anyone.

  • Monitors and dashboards as code

    Move monitors, dashboards and detections into Git with the as-code CLI and checks in CI.

How an engagement runs

A plan with milestones, delivered with your team

We work in your workspace alongside your engineers, so the knowledge stays with you when we hand over.

  1. 01ScopeA working session to map your estate, goals and constraints.
  2. 02PlanA written plan with milestones, owners and success measures.
  3. 03DeliverWeekly working sessions until each milestone is met.
  4. 04Hand overRunbooks, training and a review of what to do next.

Support plans

Support that matches your plan

Every plan includes documentation and the community. Paid plans add direct access to Tracix engineers.

What each support level includesCommunity supportFree planEmail supportStarter planPriority supportProfessional planDedicated supportEnterprise plan
ChannelsDocs and communityEmailEmail and chatEmail, chat and phone
First response, critical issueBest effort[First response target][First response target][First response target]
Coverage hoursNot included[Business hours][Coverage hours][24 × 7 for critical issues]
Named contactNot includedNot includedNot includedTechnical account manager
OnboardingSelf-serve guidesSelf-serve guidesGuided onboarding callOnboarding plan with our engineers

Training and partner programs

Training

Courses for every team that uses Tracix

  • Tracix fundamentalsSelf-paced
  • Collector and fleet administrationInstructor-led
  • Network monitoring and NCMInstructor-led
  • Detection engineering with SigmaInstructor-led
Ask about training

Partners and MSPs

Deliver Tracix to your own customers

Managed service providers get MSP admin and viewer roles to run a workspace for each customer, each with its own database, from one login.

  • Workspace isolation per customer
  • MSP admin and MSP viewer roles, mapped from your identity provider's groups
  • Partner training and joint selling
Become a partner

For existing customers