Support Center

How can we help you?

Search our knowledge base, chat with AI support, or reach a human — whatever gets you unblocked fastest.

All systems operational · lockthegrid.com

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Support Channels

Every plan includes access to AI support and documentation. Higher tiers add SLA-backed human support.

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AI Tech Support Agent

24/7 Available

Get instant answers from the Tech Support AI agent. It knows every Gridlock feature, can walk you through step-by-step fixes, and escalates automatically when a human is needed.

Open AI Chat
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Knowledge Base

Always up to date

22-page wiki covering all 6 agents, compliance frameworks, API documentation, integrations, and step-by-step guides for common tasks.

Browse Wiki
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Submit a Ticket

All plans

Open a support ticket and get a tracked response. Business plan: 4-hour response. Ultimate: 1-hour SLA with phone escalation available.

Open Ticket
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Live Chat

Business & Ultimate

Chat with a human support engineer. Available Monday–Friday, 8am–8pm ET. Ultimate plan users get priority queue access.

Start Chat
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Phone Support

Ultimate only

Ultimate plan customers get dedicated phone support with a 15-minute response SLA. Perfect for active security incidents. 1-800-GRIDLOCK

See Ultimate Plan
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FAQ

Quick answers

Fast answers to the most common questions about setup, pricing, agent behavior, compliance frameworks, and billing.

View FAQ

Self-Service

Common Issues

Most issues are resolved in under 2 minutes with these steps.

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Can't log in / forgot password

Click "Forgot Password" on the login screen to receive a reset link. Check your spam folder. Links expire after 1 hour.

→ Go to login
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Agent returns empty results

This usually means the agent needs more context. Re-run the agent with a specific target or time range. Check the agent configuration in Settings → Agents.

→ Agent configuration guide
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Billing charge / upgrade questions

View your invoices and change plans from Dashboard → Settings → Billing. Upgrades are prorated and take effect immediately.

→ View plans
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Adding team members to your org

Go to Dashboard → Settings → Team and click "Invite Member." Enter their email and assign a role (Admin, Tech, Sales, or Read-Only).

→ Team management guide
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Compliance scan shows "Unknown" status

Run the Compliance Agent first (Dashboard → Agents → Compliance Engine → Execute). It needs to gather evidence before a score appears.

→ Compliance setup guide
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Integration not connecting

Most integration failures are API key or permission issues. Check the integration settings in Dashboard → Settings → Integrations and verify the API key is still valid.

→ Integrations guide
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False positive alerts flooding the feed

Open the alert, click "Mark as False Positive," and choose whether to suppress that rule for this asset, this org, or permanently. The AI will learn from your feedback.

→ Alert management guide
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Export / report not generating

PDF and CSV exports require a Business or Ultimate plan. If you're on Ultimate and still seeing issues, try refreshing and clearing browser cache. Contact support if it persists.

→ Open a ticket

Response Times

Support SLAs by Plan

Every plan includes AI support. Human support SLAs depend on your tier.

Starter
$149/mo
AI Support24/7 instant
Ticket Response48 hours
Live Chat—
Phone—
Onboarding Call—
Business
$299/mo
AI Support24/7 instant
Ticket Response4 hours
Live ChatM–F 8am–8pm ET
Phone—
Onboarding CallIncluded
Ultimate
$499/mo
AI Support24/7 instant
Ticket Response1 hour SLA
Live ChatPriority queue
Phone15-min SLA
Onboarding CallDedicated CSM

FAQ

Frequently Asked Questions

Quick answers to the most common support questions.

Click "Start Free Trial" at the top of any page and complete the 10-minute onboarding wizard. No credit card required for the first 14 days. At the end of the trial, choose a plan or your account switches to read-only.
Each Gridlock account belongs to one organization. For multi-tenant MSP deployments, each of your clients gets their own Gridlock account, and you manage them through the MSP Hunter agent's client dashboard. Contact sales for volume pricing.
Gridlock agents use the GLM-5 model from Z.AI, a frontier-class large language model. Agents are fine-tuned with cybersecurity-specific prompts, tool schemas, and constrained outputs to ensure accuracy and prevent hallucination in security contexts.
No. All data is isolated per organization. Scan results, threat data, and compliance findings are never shared across customers. We do not use your data to train AI models. See our Privacy Policy for full details.
Go to Dashboard → Settings → Billing → Cancel Subscription. Your account remains active until the end of your current billing period. Data is retained for 30 days after cancellation to allow exports.
Gridlock supports SOC 2 Type II, HIPAA, PCI-DSS, NIST CSF, NIST 800-53, CIS Controls v8, ISO 27001, and GDPR. The Compliance Engine can run assessments, generate gap analyses, and produce audit-ready reports for all frameworks.
The onboarding wizard takes under 10 minutes. The Onboarding Agent then runs a first scan automatically, identifies your top vulnerabilities, and suggests the highest-ROI actions to take first. Most MSPs are fully operational within the first hour.

Contact Us

Submit a Support Ticket

Describe your issue in detail and we'll get back to you within the SLA for your plan. Include any error messages or screenshots if possible.

We'll respond within your plan's SLA. For critical incidents, call 1-800-GRIDLOCK.

✅
Ticket Submitted!

We've received your request and will respond within your plan's SLA. Check your email for a confirmation with your ticket number.

Back to Dashboard
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Active Security Incident?

If you believe you have an active breach, ransomware attack, or critical vulnerability, don't wait for email. Call us immediately — Ultimate plan customers get a 15-minute response SLA.

CALL 1-800-GRIDLOCK Open Incident Response Agent