01 — Soteria Support Front Door | Soteria Cloud Knowledge Base

Soteria Support Front Door

Use this page to route a support question before searching by product terminology.

Find help by symptom

Symptom	Start with
Device is offline or absent	Agent registration, identity, connectivity, service state and tenant placement
Backup failed or did not run	Activity details, plan assignment, schedule, source health, snapshot/VSS, storage and network
Restore failed or data is missing	Recovery point, workload type, permissions, encryption key, destination capacity and restore method
Microsoft 365 or Google item missing	Discovery, permissions, protected-seat status, backup timing and retention
Malware or ransomware event	Security incident triage, isolation, evidence preservation, EDR/XDR/MDR and recovery
Email security, phishing, quarantine or mail-flow problem	Enabled email-security service, sender and recipient domains, message ID, trace, verdict, policy and affected scope
DLP, collaboration security, posture or awareness-training problem	Enabled offering item, policy assignment, target scope, alert or activity ID, expected outcome and recent change
Email archiving or Files Cloud problem	Entitlement, source connectivity, retention or hold, time range, affected dataset and last successful event
DR test or failover problem	Recovery-server state, network/VPN/DNS, runbook, RPO/RTO and failover stage
Console, quota, usage or billing mismatch	Tenant hierarchy, offering items, enabled services, usage period and billing source
Remote management or patching problem	Agent modules, supported OS, policy state, maintenance window and reboot state
Integration, API, webhook or PSA problem	Connector, operation, permission scopes, certificate, endpoint, response code and last successful sync
Release, compatibility, lifecycle or end-of-support question	Releases, Compatibility, Advisories and Lifecycle, then the exact product, edition, workload, OS/application version, agent build and tenant/data-centre state
GenAI Protection or Cyber Employee problem	Enabled offering item, protected application or workflow, policy state and sanitised alert or activity ID
Exact error code	Acronis Error Code Search and exact-message search

Find help by workload

Windows, Linux, macOS, VMware, Hyper-V, Nutanix, Virtuozzo, RHV, vCloud Director, Microsoft 365, Entra ID, Google Workspace, SQL, Exchange, Oracle, NAS, Synology, QNAP, file shares, AWS, Azure, websites, hosting servers, mobile devices, Files Cloud, email archiving, email security, RMM, EDR/XDR/MDR, DLP, integrations and network/cloud storage each have different prerequisites, entitlements and recovery paths.

Minimum evidence

Tenant and customer name; do not include passwords or secrets
Workload type, operating system and version
Agent, component or connector build and protection-plan or policy name
Activity, incident, correlation or request ID; exact sanitised error text/code; and timestamp with timezone
What changed before the issue
Scope: one device, one user, one tenant, one location, several tenants or all customers
Recent successful event and required recovery objective
Relevant screenshots with personal or confidential data removed
System report/log bundle when requested

Escalation

Use How to Submit a Useful Support Request for the evidence pack. Follow the reseller/MSP, affiliate or direct-customer support route shown on the SCKB home page.

Fast-track suspected or active compromise, ransomware, data loss or exfiltration, a failed live DR event, business-stopping recovery, multi-tenant impact, a broad outage or production downtime. An alert-only event, an already-isolated endpoint, a failed restore while production remains online, or a missing recovery point is important but is not automatically an emergency.

Current-source checks

Before using a vendor procedure, start with Releases, Compatibility, Advisories and Lifecycle and confirm that the official product documentation, release or agent history, advisory and lifecycle category match the exact environment.

A published SCKB page is available knowledge; it is not by itself proof that an external vendor fact, feature availability, tenant entitlement, local hosting, data residency or support ownership is current. If official sources appear to be at different version or rollout stages, preserve the mismatch and verify the tenant/data-centre state instead of guessing.

Cloud Sentinel publishing contract

Cloud Sentinel searches current pages in the SCKB at question time. To make a new or changed page discoverable and safe to use:

Publish it as current in the SCKB space. Drafts, restricted pages and pages outside SCKB are not available unless the configured Atlassian account can read them.
Use a descriptive title containing the current product, workload, symptom, error code or task terminology that a customer is likely to use.
State the audience, product/module, applicable versions or builds, workload, service boundary, tenant entitlement assumptions, validation baseline, owner and last validation date.
Link the operational procedure from this front door or the appropriate coverage map when it introduces a new support path.
Mark superseded material as legacy and unvalidated/conflicting intake as quarantine; these are context, not operational instructions.
Never publish credentials, API keys, private keys, payment authentication data, personal data or unredacted customer logs.
For immediate verification after publishing, ask Cloud Sentinel using the exact page title or paste the Confluence page URL. Full-text search ranking may take a short time to index new wording, but direct title and page-ID retrieval bypass that lag.