---
title: "Technical Support for UserLock and FileAudit"
description: "Need help with UserLock or FileAudit? Access product documentation, contact technical support, or manage your license. Our support team is here to help."
locale: "en"
updated_at: "2026-05-05T09:09:53.275Z"
canonical: "https://www.isdecisions.com/en/support"
---

# How can we help?

Whether you're setting things up, troubleshooting, 
or just have a question, our support team is here to help.

Choose your product below to get detailed documentation, explore frequently asked questions, or contact our support team directly.

### UserLock

Secure and manage Active Directory identity access to on-prem and cloud resources.

### FileAudit

Audit and respond to all file access across Windows file servers and the cloud.

### How do I contact technical support?

Please click on “Open a Ticket” and submit the short form. This information allows us to help you faster and more accurately.

Our support SLA guarantees a response within 48 hours, Monday to Friday, from 9:00 to 18:00 CET, excluding French public holidays.

### Do I get access to product updates?

Yes! All active subscription licenses include access to the latest updates at no extra charge.

### How will I be notified of new releases? 

We’ll send you an email when new beta and general release versions are ready. Want to stay in the loop? Just [let us know](mailto:info@isdecisions.com), and we’ll update your email preferences.

### How does the subscription model work?

UserLock and FileAudit are offered on yearly or multi-year subscription plans.

### What happens if my subscription expires?

Subscriptions do not renew automatically. We’ll remind you before expiration via phone and email well ahead of your subscription expiration date. If it expires, [contact our customer success team](mailto:info@isdecisons.com) and we’ll help you renew quickly.

### Can I add users to my license?

Yes. Reach out to your account manager or [contact sales](mailto:sales@isdecisions.com) to add more users.