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)

• Platform Training & Onboarding: Guidance on getting started with our platform and preparation for Audit
• Test Guidance: Assistance with completing compliance-related tests
• Compliance Questions: Advice on meeting compliance standards, scoping, and more
• What to Do Next: Recommendations on where to start, how to stay on track, and how to maintain compliance posture long term
• Audit Readiness: Included service to help prepare your organization for any and all Audits

These services are all included in your subscription! Email your direct CSM or reach our entire Customer Success Team at success@secureframe.com for help.

Contact Your Account Manager (AM)

• 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

You can email your direct Account Manager or reach our entire Team at accountmanagement@secureframe.com

Contact our Accounts Receivable Team (AR)

• Payment Information: Billing information, 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
• Tax Free: Questions regarding tax exempt status

You can email your direct Account Manager or reach our entire Team at ar@secureframe.com

Contact our Customer Support Team (CX)

• 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

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

Contact our Partnerships Team

• Partnership program: Questions about our Partner program, free gap assessment tool, free internal use, multi-tenant management console and more
• Partner Training & Support: Questions about our dedicated Partner program sales and platform support
• Billing: Questions about our monthly pay-as-you-go, usage billing, and more

You can email partners@secureframe.com to create a ticket for assistance, or if you are not yet a partner visit https://secureframe.com/service-partner to learn more about the Service Partner Program