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.
- Learn more about the Support Portal
- Learn more about Chat
- Learn more about Submitting Feedback w/recording
Support Hours
Support is provided Monday through Friday at the following times and during US and local holidays*.
- Email (support@secureframe.com): 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 Chat: Monday - Friday 6 AM - 6 PM EST
- 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 @ support@secureframe.com
- 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
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