Talk to a human.
Aegis is self-serve automation, but support is not automated. Email reaches a person — pick the right address and you'll get a faster, better answer.
Send us a message
Tell us what you're trying to test, or what went wrong. A person reads every message — no ticket robots.
Four addresses, each going to the people who can actually act
General support
support@backbonesolutions.caQuestions about a scan, a finding you don't understand, DNS verification trouble, or how to scope an assessment. Include your assessment ID — it's in the report header and your dashboard URL.
Billing
billing@backbonesolutions.caInvoices, receipts, plan changes, refunds, annual contracts and purchase orders. You can also manage your subscription yourself from the billing portal in your dashboard.
Report a vulnerability in Aegis
security@backbonesolutions.caFound a flaw in our platform? Tell us. We aim to acknowledge within one business day and we will not pursue legal action against good-faith research. See security.txt.
Report abuse
abuse@backbonesolutions.caIf you believe Aegis is being used to test a system you own and did not authorise, contact us with the target and any evidence. We investigate and can suspend an account immediately.
What to expect, by plan
These are targets during business hours (Mon–Fri, 9am–5pm Eastern), not contractual SLAs unless stated.
| Plan | First response target | Channel |
|---|---|---|
| Free | Best effort, typically 2–3 business days | |
| Pro | 1 business day | |
| Business | 4 business hours | Email, priority queue |
| Enterprise | Contractual SLA | Named contact |
| Security reports | 1 business day, any plan | security@ |
| Abuse reports | 1 business day, no account needed | abuse@ |
If a scan is causing a problem right now
Don't email first — stop the scan. The emergency stop in your dashboard halts further requests immediately, and it's faster than any support queue.
- Open your assessment and press Emergency stop.
- Requests already in flight may still complete; new ones stop at once.
- Then email
support@with the assessment ID and what you observed, so we can investigate.
Note: stopping does not reverse changes already made by an aggressive-tier test — that is what your rollback plan is for.
How to get a faster answer
- Include the assessment ID. Without it we can't see what you're describing.
- Say what you expected and what happened. "The scan says failed" is slower to resolve than "the baseline failed after DNS verification passed."
- Don't send credentials by email. Ever — not to us, not to anyone. Test credentials go in the credential vault in your dashboard, encrypted.
- For findings you don't understand, check what we test and how to fix it first — every check is documented with remediation steps.
Company
Aegis is a product of Backbone Solutions Ltd., Ontario, Canada — alongside Atlas, our procure-to-pay platform.
General enquiries: inquiry@backbonesolutions.ca · Website: backbonesolutions.ca
Ready to test something?
Verify a domain, accept the rules, and let Aegis do the rest. Free to start.