Customer Support
Last Updated: October 23, 2026
Support terms for all subscriptions to the Athena CMMC platform, including subscriptions purchased through AWS Marketplace.
1. How to Contact Support
The fastest way to reach the Athena support team is by email. Please include your AWS MarketplaceCustomerIdentifier (or, for direct subscriptions, your Athena tenant identifier), a description of the issue, the affected Athena module (War Room, Evidence Vault, Athena Drafts, etc.), and any error messages or screenshots.
2. Severity Levels & Response Targets
| Severity | Definition | First Response | Target Resolution |
|---|---|---|---|
| Sev-1 — Critical | Athena tenant fully unavailable, data loss, or active security incident. | 1 business hour | 8 business hours |
| Sev-2 — High | Major feature unusable (e.g., SSP/SAR generation, evidence ingest) with no workaround. | 4 business hours | 2 business days |
| Sev-3 — Normal | Degraded functionality with a workaround, or non-blocking errors. | 1 business day | 5 business days |
| Sev-4 — Low | Cosmetic issues, questions, feature requests, documentation feedback. | 2 business days | Next release window |
Response targets are measured during business hours. ACG will use commercially reasonable efforts to meet target resolution times; complex issues may require additional time, in which case ACG will communicate an updated ETA.
3. What Is Covered
- Defects in the Athena platform (UI errors, edge function failures, data integrity issues).
- Tenant provisioning, AWS Marketplace activation, and entitlement reconciliation.
- Guidance on using Athena modules: Scope, Enclave, SRM, Assessment, War Room, Evidence Vault, POA&M, exports (SSP, SAR, eMASS, OSCAL, SPRS, Submission Pack).
- Security and privacy incident reporting and response.
- Account, billing, and contract questions for direct and AWS Marketplace subscriptions.
4. What Is Not Covered
- Performing the CMMC self-assessment or C3PAO assessment on behalf of the customer (advisory services are a separate engagement).
- Customer-side network, identity provider, AWS account, or device issues outside the Athena tenant.
- Third-party tools and integrations not provided by ACG.
- Customizations or features not described in the Athena product documentation.
5. Status, Maintenance & Security Incidents
Planned maintenance is scheduled outside US business hours where possible and announced at least 48 hours in advance via email to designated tenant administrators. Unplanned incidents that affect tenant availability are communicated in-app and by email. Confirmed security incidents that affect customer data are communicated in accordance with thePrivacy Policyand the AthenaTerms of Service.
6. Related Policies
- Service Level Agreement (SLA) — uptime commitment and service credits.
- Refund & Cancellation Policy — refund and cancellation terms.
- Terms of Service — overall contract terms.
- Privacy Policy — data handling and privacy.