Current ThreatQ Version Filter

ThreatQ Support

Users can contact ThreatQ Support via:

Contact Type	Contact	Details
Email	tq-support@securonix.com	Email requests are serviced from 12:00 AM - 5:00 PM ET Monday – Friday except for holidays. During these hours ThreatQuotient will use commercially reasonable efforts to answer email within two hours of receipt. Email received outside these hours will be responded to no later than two business hours into the next business day. ThreatQuotient suggests that urgent requests be submitted via Phone or Live Chat.
Web	https://ts.securonix.com	Requests entered via the Web portal are serviced from 12:00 AM - 5:00 PM ET Monday – Friday except for holidays. During these hours ThreatQuotient will use commercially reasonable efforts to respond within two hours. Web tickets received outside these hours will be responded to no later than two business hours into the next business day. ThreatQuotient suggests that urgent requests be submitted via Phone or Live Chat.
Phone	703.574.9893 Int Callers 001.703.574.9893	ThreatQuotient will answer your call in the order it is received. During busy times or unusually high call volume, it may be necessary for you to leave a voice message. All voice messages will be responded to in the order they were received.
Chat Live with an Agent	See the Chat Live with an Agent topic to begin a web chat with a live agent	ThreatQuotient will respond to your chat in the order it is received. If the Chat service should be unavailable or a response is delayed, ThreatQuotient suggests that you submit urgent requests by calling the Telephone number listed.

Information Requirements

The ThreatQuotient requests the following information in order to investigate your issue as soon as possible:

Contact Information (name, email, and/or phone)
Serial Number if applicable
Product Version (ThreatQ platform version, Integration version if integration-related, any related third-party application)
A complete description of the issue

ThreatQ Support Response

Once received by ThreatQuotient, a qualified Technical Support Engineer (TSE) triages the issue to the appropriate resources within TQ. The TSE’s goal is to resolve the technical issue on the first response. If this result is not possible, the TSE will work the technical issue by doing research, working in the test lab or engaging other resources at TQ. The TSE’s responsibility is to maintain close coordination and communication with you during this process. If appropriate progress is not being made, the escalation process outlined below is invoked. If the technical issue is determined to be software or operational, the TSE will resolve the technical issue using the tools available including web site download capability, an extensive test lab environment and technical expertise.

Urgency and Escalation Guidelines

You should assign an initial urgency level to all issues submitted to ThreatQuotient. The TSE, in consultation with you, will verify the urgency and assign a severity level to the technical issue. The escalation process is managed by the TSE in cooperation with you. The escalation process moves from the TSE through TQ’s Operations Management and Product Development as appropriate. Escalation to Product Development occurs as soon as an inherent, reproducible product technical issue is discovered. The timelines in the table below define the normal escalation path through Technical Support. The timelines are based on the urgency (as defined below) of your issue.

Severity Level	Details	Response
Severe	Covered Product is down. There are no workarounds to restore product functionality.	ThreatQuotient places top priority on the technical issue and all necessary resources are immediately assigned to the issue.
Moderate	Significant Covered Product functionality is not working according to Covered Product documentation, or significant business objectives cannot be met.	ThreatQuotient places high priority on the technical issue and all necessary resources are assigned to the technical issue, but work is generally performed during normal business hours.
Minor	Minor Covered Product functionality is not working according to Covered Product documentation, or minor business objectives cannot be met.	ThreatQuotient puts lower level priority on the technical issue and assigns the appropriate resources to resolve the technical issue within your reasonable expectations.