How to access Live Chat
You can start Live Chat from three places in Secureframe. You will be connected to the AI assistant first.
In the top right corner, click the ? icon, then click Chat with Support.
In the left navigation, open the Get Started section (commonly used during onboarding), then click Chat with Support.
In the top navigation, click Ask Secureframe AI.
How it works
When you start a Live Chat session from the Secureframe platform, you are connected to the AI assistant first. It is trained on Secureframe documentation, platform guidance, and common customer questions. It can help with:
Navigating the platform and common features
Common questions across our frameworks
Summarizing Help Center articles
Common test questions
Troubleshooting common integration questions
General troubleshooting
If your question is more complex or specific to your environment, the assistant will route you to a live support agent.
Hours and follow-up
Live Chat is available 24 hours a day, Monday through Friday.
If you reach out over the weekend or on a company holiday, your message is converted into a support ticket and prioritized when the team is back online. See Company Holidays and Support Availability for holiday dates.
If a chat is not resolved, or you need to step away, it becomes a support ticket. We email you about the original question. You can track and reply to that ticket in the Secureframe Support Portal.
Email support is available 24/7 at [email protected].
Why we introduced an AI assistant
The AI assistant is the first layer of support so common questions get a faster answer, wait times stay down, and you can still reach a human when you need one.
Faster answers to common questions
Less waiting when you can self-serve
Handoff to a human when needed
Live Chat best practices
To help us support you more efficiently:
Ask one question at a time for best results
Include relevant screenshots or error messages if possible
Let us know if the issue is urgent so we can prioritize accordingly
Frequently Asked Questions (FAQ)
What happens if I start a chat on the weekend or a holiday?
Live Chat with the team is Monday through Friday. Weekend and holiday messages become tickets and are picked up when Support is back. See Hours and follow-up above, and Company Holidays and Support Availability.
Can I speak to a live human agent?
Yes. If the answer is not what you need, type Speak to a human to be transferred to a live agent.
What if I don't have time to finish a chat?
Unfinished chats become support tickets. We email you, and you can track the ticket in the Secureframe Support Portal. Full details are in Hours and follow-up above.