At Secureframe, we're committed to helping you move fast and stay compliant. Our Live Chat support is designed to get you the help you need—quickly and efficiently.

How It Works

When you start a Live Chat session from within the Secureframe platform, you'll be connected to our intelligent AI chatbot first. The chatbot is trained on Secureframe documentation, platform guidance, and common customer questions at an oustanding 80% answer rate. It can help with:

• Navigating the platform and all features
• Answering most common questions for all our frameworks
• Quickly summarizing ALL information found in our vast Help Center articles
• General troubleshooting

If your question is more complex or specific to your environment, the chatbot will automatically route you to one of our live support agents.

When Live Chat is Available

Live Chat is available Monday through Friday, during our standard support hours. If you reach out outside of those hours, your message will be converted into a support ticket and prioritized accordingly.

• 6:00am EST - 6:00pm EST, Monday - Friday
• Email support is available 24/7 at support@secureframe.com 

Why We Introduced an AI Assistant

To improve responsiveness and reduce resolution times, we’ve introduced a smart AI chatbot as the first layer of support. This gives you:

• Faster answers to common and repetitive questions
• Reduced wait times by helping you self-serve instantly
• Seamless handoff to a human when needed

Customers are already seeing the value in quicker answers and smoother handoffs—and we're just getting started.

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

Still Need Help?

If Live Chat doesn’t resolve your question, a support agent will follow up directly or escalate your issue as needed. We’re here to make sure your compliance journey stays on track.

How to access Live Chat

You can find the Live Chat option in platform under Help & Support on the top right of the page by clicking on the ? icon. Also located on our Get Started section of Secureframe, commonly used for onboarding.

Frequently Asked Questions (FAQ)

How does live chat work?

• You will first be greeted by our AI chat bot, which will ask for details on your question. The bot has access to our entire website, Help Center, blogs and many internal compliance resources to provide quick and accurate answers to your questions.

Can I speak to a live human agent?

• Yes, of course. If the recommended article is not exactly what you’re looking for, just say "Speak to a human" to be transferred to our live agents.

What if I don't have time to finish a chat, what happens?

• All Live Chats that cannot be solved will turn into Support Tickets. 
• If you need to step away during a chat, our team will simply email you to resolve the initial question.