Secureframe Technical Support Guide

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 (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

 

Related to

Was this article helpful?

Have more questions? Submit a request

Comments

0 comments

Article is closed for comments.