Existing Customer Quick Help: Support, Billing, and Account Routing
If you are a current or former Securafy client, this is the fastest way to get to the right place — support tickets, emergency response, billing, account changes, and plan upgrades.
Quick answer: If you are a current Securafy client, the Securafy Support Center is the routing hub for everything — support tickets, after-hours help, billing, account changes, and security incidents. If you are dealing with an active security incident (ransomware, breach indicator, lost access to systems), contact support immediately — speed matters more than channel.
This article is intentionally short. The rest of this Knowledge Base is built for prospective clients learning about Securafy. This one exists so current and former clients can get to the right place fast.
Active Security Incident? Start Here.
If you suspect an active security incident right now — ransomware, unauthorized account access, fraudulent wire transfer attempt, system lockout, suspicious emails being sent from your domain — three steps in this order:
- Disconnect affected devices from the network. Pull network cables or disable Wi-Fi. Do not power devices off — that destroys forensic evidence we need.
- Do not pay any ransom, respond to attacker communications, or announce the incident publicly until we have evaluated the scope.
For deeper context on what happens during a ransomware response, the What Happens When Ransomware Hits article walks through the operational reality. But if an incident is actually in progress, contact support first and read second.
Where to Go for Each Type of Request
Support Tickets and Help Desk
Standard support requests, technical issues, user help, password resets, and routine IT problems all route through the Securafy Support Center. The Support Center has the current phone, ticket portal, and email channels — using the published channels gets you faster response than reaching out to individual team members directly.
After-Hours and Emergency Support
After-hours response is governed by your plan tier's SLA. Critical incidents (system-down, security breach, complete loss of service) get priority response across all tiers. Standard requests outside business hours follow tier-specific response times documented in your service agreement and on the Plans and Features page.
Billing and Invoices
Questions about invoices, payment methods, billing cycle changes, or charges should route through the Support Center or directly to your account team. Billing inquiries are not emergencies; standard business-hours response applies.
Account Changes (Add User, Remove User, Change Service)
Adding or removing users from your service, onboarding new devices, removing departed employees, or scoping service to new locations should be submitted through the Support Center. Departure/termination requests in particular should be flagged as time-sensitive — disabling access promptly when an employee leaves is a security baseline, not a routine ticket.
Compliance, Audit, or Regulator Questions
If you are facing an upcoming audit, a regulator inquiry, a cyber insurance renewal questionnaire, or a customer compliance request, contact your vCISO or account team directly. These don't go through standard support — they go to the strategic team that owns your compliance program. Time-sensitive compliance escalations get prioritized routing.
Adding Services or Upgrading Your Plan
If your business has grown, your industry has changed, or new compliance requirements have appeared, your current plan may need to move up. Moving from Essential Care to Secure Care, or from Secure to Comply Care, doesn't require restarting the relationship. Contact your account team or vCISO directly to discuss the change. Current pricing is on the Pricing page.
Service Status and Outage Updates
If you're checking on a known outage or service disruption, the Support Center is the current channel for status communication. For widespread incidents (major vendor outages, ISP disruptions, regional events), Securafy proactively communicates through email and the channels documented in your onboarding runbook.
I'm a Former Securafy Client — Can I Reach Out?
Yes. Former clients return for several common reasons: they want to re-engage, they need transition help with a new provider, they have questions about historical data or documentation from their previous engagement, or they're facing a situation their current provider isn't handling well.
For re-engagement conversations, the fastest route is the Securafy contact page with "former client" noted in the first message. For specific historical questions (account history, data, documentation), the Support Center is still the right routing point even if your active service ended. We treat former-client outreach as a priority because it usually means something important is happening at your business.
What Should I Expect When I Contact Securafy Support?
Three commitments apply to every support interaction, regardless of channel, time of day, or plan tier:
- Honest assessment. We tell you what's actually happening, not what's easiest to communicate. If something is our fault, we say so.
- Clear ownership. Every request has a named owner. You will know who is working your issue and how to reach them.
- Defined next steps. You won't leave a support interaction wondering what happens next. The next step, the timing, and the responsible party are confirmed before the interaction ends.
These commitments come from the Client Bill of Rights that governs every Securafy engagement. The full document is referenced in your service agreement and on the About Securafy page.
Frequently Asked Questions for Existing Clients
What's the fastest way to reach Securafy?
The Securafy Support Center has the current published phone, ticket portal, and email channels. For active security incidents, all channels route to priority handling.
Do I get faster response if I email someone directly?
No. The published support channels are designed to route faster than reaching out to individual team members directly. Direct emails can get buried, missed during PTO, or queued behind other work. The Support Center is the fastest path.
Who do I contact for a compliance or audit question?
Compliance and audit questions go directly to your vCISO or account team — not the standard support queue. These are strategic conversations, not routine tickets.
Can I upgrade my plan mid-contract?
Yes. Moving up a plan tier (Essential to Secure Care, Secure to Comply Care) is common as businesses grow or regulations tighten. Contact your account team to discuss the change. Current pricing is on the Pricing page.
What if my issue is urgent but not a security incident?
Use the Support Center and flag the urgency clearly in the ticket. Response time commitments are documented in your service agreement and vary by plan tier and incident severity.
I'm a former client — can I get help?
Yes. For re-engagement conversations, use the Securafy contact page and mention you are a former client in the first message. For historical questions, the Support Center is the right starting point.
Where do I find my service agreement and Client Bill of Rights?
Both documents were provided at engagement and are referenced in your service agreement. If you need a current copy, contact your account team or request through the Support Center.
Does Securafy notify me proactively about outages or incidents?
Yes. For widespread incidents (major vendor outages, ISP disruptions, regional events) and for any incident affecting your specific environment, Securafy communicates proactively through the channels documented in your onboarding runbook — usually email plus your primary contact's direct line.
