Help & escalation
Where to send customers, where to go yourself, and scripted answers to the questions every demo surfaces.
Support paths
Help Centre
Self-serve troubleshooting at help.strongkeep.com: blocked-website checks, agent issues, common fixes. Deployed customers can also raise a support ticket directly from their StrongKeep dashboard.
Partner manager
Deal support, pricing approvals, collateral requests, objections not covered in the battlecards, and case-study nominations all go to your StrongKeep partner manager: zaishao@strongkeep.com.
Live incidents
If a customer believes they are experiencing an active security incident, have them open their StrongKeep dashboard: incidents appear there with an initial assessment, and the support team is alerted on ticket creation. Do not troubleshoot an active incident yourself.
Demo FAQ: scripted answers
These are the questions that come up in almost every demo. Raise them proactively in the FAQ segment of the cheat sheet demo flow; an answered concern is a closed objection, an unanswered one is a stalled deal.
"Will it slow down our machines?"
Say: "The endpoint agent is Palo Alto Cortex XDR, built for enterprise fleets where performance complaints get escalated fast. It runs lightweight in the background. And rather than ask you to take my word for it, we'll run the trial on your own machines and you can judge."
Why it works: the trial offer converts a fear into a test. Never argue performance in the abstract.
"What about false positives disrupting our work?"
Say: "Blocking is policy-driven and tuned per organisation. When something is blocked that shouldn't be, the dashboard shows exactly what and why, and there's a bypass-request flow your staff can use rather than calling IT. During onboarding we tune the policies to your workflows before enforcement tightens."
Why it works: clinical and operational environments fear silent blocking. Showing the visibility and the bypass path defuses it.
"Can we control USB devices?" (clinics ask this constantly)
Say: "Yes, device control policies are configurable: you can restrict USB storage while allowing the clinical devices you rely on. We set this per organisation during onboarding, so your diagnostic equipment keeps working while random thumb drives don't."
"We use Microsoft Defender. Do they conflict?"
Say: "No conflict. On Windows 10 and 11 workstations, Defender automatically steps into passive mode when Cortex XDR is installed, so there's no fight between the two. You keep everything Microsoft gives you, and StrongKeep adds the layers Microsoft doesn't."
Note for you: on Windows Server, passive mode is a manual setting handled during onboarding. Don't promise "automatic" for server estates; say onboarding covers it.
"What if we want to leave? Can we uninstall it?"
Say: "Yes. The agent is uninstall-protected so malware can't remove it, which means removal uses an organisation-specific uninstall password issued by support. It's a controlled process, not a lock-in: you ask, we issue, it's off."
Note for you: uninstall passwords are per-tenant, issued by StrongKeep support on request. Never circulate a shared uninstall token; if a customer's uninstall fails, route it to support rather than retrying with old credentials.
"Who sees our data?"
Say: "Security telemetry goes to the monitoring platform; your business files don't. The owner dashboard shows you everything the platform sees about your environment. For the formal answer, the Technical Product Info document covers data handling for security reviews."
Attachment: Technical Product Info PDF in the collateral library.
Feeding back
This portal improves on your reports. New objection? Question you couldn't answer? Collateral you wished existed mid-meeting? Email your partner manager. The battlecards and FAQ are versioned from exactly this feedback loop.