Secureframe’s Customer Experience team is dedicated to supporting our customers. If you experience any errors or abnormal behavior, or if you just have a question, please contact us immediately. We’re here to help.
Any of the contact channels below will automatically create a ticket that you can view or update in our Support Portal.
Support Hours
Support is provided Monday through Friday at the following times and during US and local holidays*.
Email ([email protected]): Monday - Friday 6 AM - 8 PM EST (You can email support 24/7 to create a ticket, and our team will respond during working hours)
Live Agent Chat: 24/5 — available 24 hours Monday–Friday
Support Portal & Help Center Knowledge Base - 24/7
How do I open a ticket?
We want this to be easy and have provided several channels for your convenience.
Email us @ [email protected]
Use the support portal
Submit feedback (you can even record your screen)
Open a Live Chat (If live agents are unavailable, chats will turn into tickets automatically)
Please provide us with the below information to ensure a speedy resolution:
Brief description and severity of the issue
When you first noticed the abnormality
Steps to reproduce the issue
Relevant log files, screenshots, video or data
The wording of any error message
Target Response Times
Severity | Description | Targeted Response Time |
High | Service is critically affected; not functioning. | Four business hours |
Medium | Service is responding and functional, but abnormal behavior is impeding use of the service. | Eight business hours |
Low | No significant impact on the Service, but the user experience may be affected. | One business day |
*Reduced capacity during US and local holidays