Secureframe has a vast team of professionals to make sure you have the support you need, no matter the situation!

Whether you’re just getting started, looking for guidance on compliance, or managing your account details, joining our Partner program, all of our teams are ready to help.

To ensure your questions are answered as quickly and effectively as possible, here’s a guide to who you should contact for specific scenarios:

Contact Your Customer Success Manager (CSM)

Every customer gets a CSM to ensure success! If you don't know who they are, email success@secureframe.com to find out.

They can assist with the following services:

• Platform Training & Onboarding: Platform training, guidance, and preparation for Audit
• Test Guidance: Assistance with completing compliance-related tests
• Compliance Questions: Advice on meeting compliance standards, scoping, evidence and more
• Audit Readiness: Included service to help prepare your organization for any and all Audits
• Framework Swap: If you want to swap out or add new frameworks
• Mailing List: If admins, employees or customers of Secureframe want to be added or removed from a specific sales or marketing mailing list

These services are all included in your subscription! 

Contact Your Account Manager (AM)

Every customer gets an AM to help with subscription related matters! If you don't know who they are, email accountmanagement@secureframe.com to find out.

• Renewals: Questions about renewing your subscription
• Add-Ons: Adding new features or services to your plan (frameworks, advanced features, and more)
• Contract Updates: Modifications to your current agreement
• Cancellations: Guidance on ending your subscription or services and more
• Secureframe Pricing Packages: Visit our pricing tiers page for a feature breakdown or contact an Account Manager about upgrading.
• Framework Swap: If you want to swap out or add new frameworks

Contact our Accounts Receivable Team (AR)

• Payment Information: Billing information, Billing questions, Credit Card updates, Change of address, and or invoice inquiries
• Autopay Setup: Assistance with setting up or updating automatic payments
• W-9 Form: Requesting a copy of your Form W-9 or tax residence certificate
• Tax Free: Questions regarding tax exempt status
• Residence Certificate: Confirmation of legal address, typically for tax purposes

You can email your direct accounting@secureframe.com or ar@secureframe.com for additional help.

Contact our Customer Support Team (CX)

You can email support@secureframe.com to create a ticket, or utilize our in-platform Chatbot to speak with a live agent. 

• Bugs: Issues with the functionality of our platform
• Technical Problems: Errors or unexpected behavior affecting your experience. Our team will triage and escalate to Engineering right away
• Technical Calls: If we cannot support your fully via Support Tickets, our team is also available to join via call. We have support teams located around the Globe
• Employment Verification: For employees based in the United States, please reach out to Secureframe Support for assistance.

  • If you’re located outside the U.S. (for example, in Canada, the United Kingdom, or another country), please contact peopleops@secureframe.com for help with employment verification.

Contact our Partnerships Team

• New Partners: If you’re not yet a partner, visit our Service Partner Program page to learn more.
• Partnership Inquiries: Email partnerships@secureframe.com to create a ticket and get assistance.
• Existing Partners: For ongoing support and communication, email partners@secureframe.com.

Common Topics We Can Help With:

• Partnership Program: Questions about our Partner program, free gap assessment tool, internal use, multi-tenant management console, and more.
• Partner Training & Support: Dedicated Partner program sales enablement and platform support.
• Billing: Monthly pay-as-you-go options, usage billing, and related questions.\

Vulnerability Disclosure 

• Secureframe maintains a vulnerability disclosure program to enable security researchers and users to report potential security vulnerabilities in a responsible manner. We welcome and encourage reports of security issues discovered in our systems, products, or services. To report a security vulnerability, please submit your findings via email to our security team at security@secureframe.com. We are committed to acknowledging receipt of vulnerability reports promptly and will work diligently to validate, remediate, and communicate the resolution of confirmed security issues in accordance with industry best practices.

• When reporting a vulnerability, please provide detailed information including the nature of the issue, steps to reproduce, potential impact, and any relevant technical details that will assist our team in validating and addressing the concern. We request that reporters act in good faith by allowing reasonable time for remediation before publicly disclosing any vulnerabilities and by avoiding actions that could harm our systems, data, or users during the research and reporting process.