Product Support

Product Support is available for our commercial products to all HBGary customers with a current paid maintenance and support subscription. As a courtesy, we provide limited email-only support for our free tools. If you do not have a current subscription and would like to purchase one, please contact our Sales Representative at (916) 459-4727 ext 127 or email sales@hbgary.com.

Live Support

Live technical support is available via phone weekdays, 7:00 AM until 6:00 PM PST at (916) 459-4727, Option 1, or you can contact HBGary at support@hbgary.com. We do not provide phone support for our free tools.

Current Product Versions

The HBGary product team practices iterative development and updates our commercial product software about every two weeks. This is an aggressive patch schedule and is only made possible by our agile development process. Our customers are given high priority. Please ensure that your software is up-to-date!

.NET 3.5 Prerequisite

HBGary's commercial products require Microsoft's .NET Framework 3.5. During the installation of any of our products, the .NET 3.5 installer will automatically be downloaded and installed for you. However, if you are installing onto a computer that does not have an internet connection you can download the .NET 3.5 installer from Microsoft here and then transfer it over using a USB thumb drive or burn it to a CD.

Setting up MSMQ for Active Defense version 1.1.3 and above

1. Open Server Manager, click Features.
2. In the right-hand pane under Features Summary, click Add Features.
3. In the resulting window, expand Message Queueing.
4. Expand Message Queueing Services.
5. Click Directory Services Integration (for computers joined to a Domain).
6. Click Next, then click Install.

1. Open Control Panel.
2. Click Programs and then, under Programs and Features, click Turn Windows Features on and off.
3. Expand Microsoft Message Queue (MSMQ) Server, expand Microsoft Message Queue (MSMQ) Server Core, and then select the check box for MSMQ Active Directory Domain Services Integration (for computers joined on a Domain).
4. Click OK.
5. If you are prompted to restart the computer, click OK to complete the installation.

1. Open Control Panel.
2. Click Add Remove Programs and then click Add Windows Components.
3. Select Message Queueing. Note: If you are installing on Windows Server 2003, select Application Server to access Message Queueing.
4. Click Next to complete the installation. If prompted to restart your computer, click OK to complete the installation.

Technical Support Policy

HBGary, Inc endeavors to provide timely and accurate technical support to all of its customers. Customers can expect to get an initial response to any technical support case within 8 business hours.

After the issue has been investigated and given a priority, customers can expect further updates based on the following criteria:

Priority 1: Customers submitting cases regarding crashes or major errors within the program can expect to get daily updates until a timeline for resolution has been determined.
Priority 2: Major functionality and UI issues will be responded to within 8 business hours. Twice weekly updates will be sent to the customer until a path for resolution has been established.
Priority 3: Minor functionality and UI issues will get weekly updates until a path to resolution has been established.
Priority 4: Feature Requests will be responded to and entered into our tracking system within 8 business hours.

Customers will be notified of the fixes for their issues upon release of the patch.

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