Support

We're here to help. Reach out and we'll get back to you as soon as possible.

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Email Support

Send us your question, error message, or feedback and we'll respond within one business day.

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Report a Security Issue

If you have discovered a vulnerability, suspected data exposure, or any security concern related to Netway, please email us directly with the subject line [Security]. We treat all security reports as high priority and aim to respond within 24 hours.

Please include: a description of the issue, steps to reproduce, and any affected account or resource identifiers. We will acknowledge receipt, keep you informed of our progress, and notify impacted customers if required.

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Response Time

We aim to respond within 1 business day. Include your account email and any error messages to speed things up.

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What to Include

Your account email, the AWS region you're scanning, and the output of ./netway-deploy.sh scan or Lambda logs.

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Check the Docs First

Most setup questions are answered in our documentation — registration, install, and running your first scan.

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Lambda Logs

Attach your Lambda logs when reporting issues:
aws logs tail /aws/lambda/netway-analyzer --region YOUR_REGION --since 1h

Frequently Asked Questions
Why are there no findings after my first scan? ▼
Flow logs typically take 10–15 minutes to appear in S3 after traffic occurs. Netway enables VPC Flow Logs on the VPCs you specified via the VpcIds parameter at deploy time — verify they are active by running aws ec2 describe-flow-logs --filter "Name=tag:ManagedBy,Values=netway" --region YOUR_REGION. If you passed VpcIds="" (manual setup), ensure you have configured flow logs yourself pointing to the netway-{AccountId}-{Region} bucket. Also check that ANALYSIS_DAYS covers the period when traffic occurred.
The Lambda is timing out — what should I do? ▼
The Lambda is set to 900 seconds (15 minutes). If it's timing out, your flow log volume may be very large. Try reducing ANALYSIS_DAYS to 7 or increasing MIN_BYTES_PER_FLOW to filter out small flows. Contact support with your Lambda logs if the issue persists.
Athena query is failing — how do I fix it? ▼
Netway manages its own S3 bucket (netway-{AccountId}-{Region}) for Athena results — no separate bucket is needed. Verify the Athena workgroup netway-analyzer was created by the CloudFormation stack: aws athena list-work-groups. If the workgroup is missing, the stack may need to be re-deployed.
How do I trigger a scan manually? ▼
Run: ./netway-deploy.sh scan --wait — this invokes the Lambda across all your deployed regions and waits for completion. A successful scan returns {"statusCode": 200} per region. Findings appear in your dashboard within a few minutes. The Lambda also runs automatically every 6 hours via EventBridge, and is triggered when new EC2 instances or VPCs are created.
Can I scan multiple AWS regions? ▼
Yes — deploy one Netway CloudFormation stack per region. Each stack creates its own S3 bucket, Athena workgroup, and Lambda in that region, and enables flow logs on the VPCs you specify there. All stacks post findings to the same Netway dashboard using the same API key, so you get a unified view across regions. Deploying in the same region as your VPCs avoids cross-region data transfer costs and keeps flow log analysis local.
How do I cancel my trial or subscription? ▼
Email support@basavytix.com with your account email and we'll cancel immediately. To remove Netway from your AWS account entirely, delete the CloudFormation stack:

aws cloudformation delete-stack --stack-name netway-v1 --region YOUR_REGION

aws cloudformation wait stack-delete-complete --stack-name netway-v1 --region YOUR_REGION

This removes the Lambda, S3 buckets, VPC Flow Logs created by Netway, IAM role, Athena workgroup, and EventBridge rules. Any flow logs that existed before installing Netway are left untouched. If you deployed stacks in multiple regions, repeat this for each region.