General

Can I change my domain under Astra protection?

Yes, you can definitely change your domain name after a 60-day cooling period. However, if a malware cleanup has been performed on the particular domain then the domain can only be changed after remaining subscription period is over.

If you raise a GDPR request during this period, all your data including the domain will be deleted after double confirmation from you. However, the license will be freed up only after the 60-days cooling period is honored.

How I would integrate Astra with WordPress, Drupal, Magento, Joomla, OpenCart, Prestashop, PHP website?

Astra is installed as a plugin all the CMS & can be installed by following very simple self-served steps. You can find the steps on the Astra dashboard once the purchase is made. It takes less than 5 minutes to install Astra.

Will there be any down time?

There won’t be any downtime if everything is setup correct. Our installation steps are very straight forward & do not require any tech know-how. Still, if you would like us to help you with installation please feel free to ask for help from your dashboard & our engineers would be happy to assist.

How are Silver, Gold & Bronze support structured?

Customer success & happiness is our top priority. Astra is known for a quick & friendly support. You don’t like slow response time, we understand that because even we are customers to a number of SaaS companies. As a company, we believe in giving you a support that we will like to receive ourselves from another company. Regardless of which plan you are on, we try to delight you with the best support. Our customers love our support & are happy to tell the world about it.

In order to assure our customers get the best support, we’ve segregated our support in three plans:

  • Bronze Support: Bronze support comprises of ticket system support where you receive a reply from us within the bronze tier described below table depending on if the query is General, Bug Fix Assistance or Production System Down. In the bronze support, chat isn’t available out of the box. However, if an engineer is convinced that a chat support would escalate things then they will be happy to invite you to the chat support to reduce the resolution time
  • Silver Support: With the silver support, you get access to our ticket system with a turn around time depending on the kind of bug (General, Bug Fix Assistance or Production System Down) as per the table below. In addition to the ticket system, you get access to chat support at critical situations
  • Gold Support: Gold support comes with ticket, chat & an option to ask for a call. The expected ticket turn around time is as per the table below. The chat option remains available for 18 hours/day with an option to get on a call for up to 1-hour/month

Being in security industry, we understand that sometimes situations can really be critical. Hence, we’ve tried to define potential turn around times depending on the situation:

  • General Query: Queries around product that aren’t yet available on knowledge base, small bugs, query regarding plans or features, questions about future features or update regarding an already open ticket
  • Bug fix assistance: Assisting in fixing bugs that could be around some small feature of Astra, security bug fixing or if you believe they are because of Astra
  • Production System Down: Critical situation where a production system is believed to be down because of a security incident
Gold Silver Bronze
 General Query ≤ 12 hours ≤ 24 hours ≤ 30 hours
 Bug Fix Assistance ≤ 10 hours ≤ 15 hours ≤ 18 hours
 Production System Down ≤ 1 hour ≤ 1-3 hours ≤ 3-5 hours
Estimated Response time

What is Astra?

Astra Security Suite  is a Web Application Firewall (FAQ) protecting your website from attacks like SQLi, XSS, LFI, RFI.