The Securify Support team currently supports deployments across 3 million users worldwide. Our team knows how to pinpoint your issue fast and provide comprehensive resolution. At the same time, when calling or emailing for support, the following detailed information close at hand helps speed time to diagnose and resolve any issues.

Point of Contact (POC) Info

When contacting Securify for support, providing contact info will speed up the process of communication. The following contact info is useful:

• Account: (Account name such as DISA, 1-800-Flowers, Deutsche Bank, HHS)
• Name
• Phone
• Email
• Time zone and best hours of availability. Knowing when the best time to contact you will make it easier for us to arrange for the support you need.

Product Information

In order to properly provide support Securify needs to know what product is having an issue. We request the following information when contacting us for support:

• SecurVantage Product: e.g., Monitor, Monitor LE, Enterprise Manager, Enterprise Warehouse, and Studio, Distributed Login Collector.
• Version and Patch Level: e.g., 5.2.1, 5.2, 5.1
• Serial number: It's critical that we have the serial number of the device that's experiencing an issue.
• Customizations: Are there any customizations from the standard install? e.g., hardening scripts, applications, firewall settings, extra NICs. If the box that requires support has been modified (with or without Securify assistance), that information is crucial to diagnosing issues properly. Also, modifications to a Securify system that were not installed with the assistance of Securify personnel may cause performance issues and can void the maintenance agreement.

Product Environment

• Have there been any recent changes to your network environment?
• Has there been new hardware installed that impacts the SecurVantage deployment?
• Are there changed router/firewall settings? Have there been any power failures?
• What sort of traffic is being monitored?
• How long the monitor has been up and running in the operational environment?
• When was it installed and/or last upgraded?
• Any restrictions regarding support troubleshooting (sensitive or classified data)?

In order to best support your needs in a timely and efficient manner, it's important to establish the priority and severity of your issue. Securify's customer support engineers will make every effort to prioritize based on your operational impact and availability to support the troubleshooting process.

Customer Technical Support Contact Information

If you are a current Securify SecurVantage customer, you may contact us directly via email or telephone for product-related technical issues.

Email: support@securify.com
Telephone:
US: (888) 644-0880
International: 001 408 252 8458

Please note that normal business hours run from 8:00 AM to 8:00 PM Eastern Time.