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Researcher’s Guide to Bugcrowd Support

Researcher’s Guide To Bugcrowd Support

Your Guide to Bugcrowd Support

We don’t normally say this, but you might want to save this article. Not only will we hammer home the best way to find support, but we’ll explain the what, when, how and how-nots of our support service. 

Our Values 

Researcher success is one of our highest priorities. If you’re not satisfied, we’re not satisfied. In order to achieve a high-value support process, we keep these in mind:

  1. Provide excellent support to researchers and customers while personalizing and humanizing their experience.
  2. Have researchers and customers look forward to reaching out and engaging with Support.

We’re here to help. Keeping you front and center, we aim to make your Bugcrowd Support experience as productive as possible. 

Where to start

Make sure that you look for a solution yourself before reaching out to someone—the hackers’ credo. While hacking, you’ll often be met with confusing conditions. It’s up to you to dig deeper. That means, search for solutions using the resources available.

Visit Bugcrowd Researcher Docs. Our docs cover a range of helpful areas including:

  • Platform onboarding 
  • Account management
  • Program management
  • Submission management

Check out the Bugcrowd Blog. We regularly post helpful researcher blog posts. You can find articles on feature announcements, researcher tips, write-ups, and upcoming events.

How to Reach Bugcrowd Support

For the fastest and most efficient response from the Bugcrowd support team; email support@bugcrowd.com

Our team will acknowledge your email request within 48 hours. Not only that, they’ll be able to route your issue appropriately and provide sufficient follow-up responses quickly.

How not to Reach Bugcrowd Support

If you want your issue handled in a timely manner, DO NOT reach out to the support team via:

  • @Bugcrowd Twitter
  • BC Buzz
  • Discord
  • Emailing the Customer/PO/client
  • Tweeting members at Bugcrowd

These channels are meant for community, discussion and providing helpful feedback. They’re not for appeals, escalations, platform issues, or any other service issue. Our support team SLAs do not cover these areas and therefore we can not guarantee a speedy resolution. 

What Can Bugcrowd Support Help You With?

With all the nuance involved in hacking, there is more than one way to run into issues. Luckily, the Bugcrowd Support team offers help in several areas, including:

  • Platform Behavioral Standards
  • General inquiries regarding the Bugcrowd platform
  • Requests to have submission comments responded to by the Triage team
  • Requests for submissions to be routed to the ASE Appeals team to begin the appeals process
  • Program scope clarifications
  • Questions regarding payments
  • Questions regarding credentials

We have a wide range of time-zone coverage and are looking to expand. With team members spanning London to California, we’re excited to cover India and China as well in the near future. 

When reaching out to support, keep in mind, the Bugcrowd support team services both hungry hackers and eager customers. That keeps them very busy! For best results, keep it concise, informative and action oriented. 

When Can Bugcrowd Support Help You?

Our support team operates 9AM-5PM PST, Monday-Friday. We love the passion you have for your craft and we want to support getting you back on the road. That being said, tickets take time to respond to. Below is a break down of our guaranteed response times:

  • First response or ticket acknowledgment from our team: Within 2 business days
  • Follow up responses/ticket updates: Every 3-5 business days
  • Support owned ResolutionsWithin 10-15 business days
  • Resolutions requiring coordination with other Bugcrowd teams (Triage, Account Managers, Technical Customer Success Managers, Marketing) or Program Owners: Resolution times will vary but we will provide regular updates every 3-5 business days.

Keep in mind that business days do not include the weekends and business hours are the previously mentioned, 9AM-5PM PST. 

Where to go for Hacker Advice

Go where the hackers are!

Before you go to support, use the resources at your disposal.

Ask the Discord community. Join a community on Discord. Here, you can ask questions directly to your fellow hunters. A kindness tip: be patient. People live in different time zones and have their own schedules. Make the most of async communication.

Leverage Twitter. A lot of bug bounty hunters and infosec members are active on Twitter. Shoot your shot. Ask your question directly or tag someone that you think will be able to help you. 

Quick Twitter tip: use advanced queries and lists to find your answer. For example, want to know if Bugcrowd has ever tweeted any XSS tips? Try using the following query: 

  • “from:bugcrowd xss min_faves:30” 

Google. Sometimes what we were looking for is right in front of us. Try using an advanced query to search within a particular context for a higher chance at the best result. 

  • Quick Google tip: search the Bugcrowd blog using the following query: site:bugcrowd.com/blog “question”.

Compassion Goes A Long Way

The infosec service industry is still relatively new and the Bugcrowd support team is learning alongside you. There have been learnings along the way as we organize, but our support team always has you front and center. 

At the end of the day, true synchronicity is achieved when we can seamlessly merge hacker values and customer values. That’s our goal. We’re all learning new skills and the compassion we show each other along the way goes far in creating the best possible space for you to hack. 

The Bugcrowd support team strives to get you back to hacking as quickly as possible. We hope this article serves as a comprehensive guide as you explore our platform and other resources. We’re never finished learning, improving and growing and we know you understand that. Your feedback is always welcome.

Follow us on Twitter and Discord for announcements and community discussions. Take a look at our Researcher Docs. And last, but certainly not least, reach out to us at support@bugcrowd.com.

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