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Customers with an active engagement may have support terms, escalation contacts, or response targets defined by their agreement, statement of work, or managed-service contract. Follow the support and incident-reporting procedures defined in your contract or engagement documentation where they apply.
A secure portal for ticket history, entitlements, service health and knowledge articles is in development.
Coming soonImpact guidance
Selecting an accurate impact level helps us respond appropriately. Our published Support Policy defines the official severity terminology.
Business-critical production service unavailable, severe security event, or widespread operational impact with no reasonable workaround.
Major functionality significantly impaired or a substantial group of users affected.
Limited functionality affected with a workaround available or moderate business impact.
General question, minor issue, enhancement, administrative request or low-impact problem.
Response targets may vary based on your support agreement, service plan, contract, or statement of work. View the Support Policy.
Report a Security Concern
If you believe you've identified a security vulnerability, unauthorized access, data exposure, or another security issue involving a NISTA-managed service or solution, contact our security team. Please do not include credentials, secrets, or sensitive data in your initial report.
Support availability & contact
Monday–Friday, 9:00 AM – 6:00 PM Eastern Time, excluding U.S. federal holidays.
Support availability, response targets and escalation procedures may vary by service agreement or contract. Government, enterprise and managed-service customers may have engagement-specific support requirements.
View Full Support PolicyDo not submit classified information, Controlled Unclassified Information (CUI), credentials, secrets, or regulated data through this form unless your NISTA agreement explicitly authorizes this support channel for that information.