Client Support & Assistance
Dedicated support for Emberline clients. Whether you need urgent help with a security incident or have questions about your services, we're here to assist.
Need urgent help?
Active security incident or service interruption? Contact our operations team immediately:
Call:
+447732735381Available 24/7 for active incidents
How to reach us
Security Incident
Suspected breach, ransomware, malware, or unauthorized access.
IMMEDIATE (24/7)
Expected response: Acknowledgment within 5 minutes, incident commander assigned within 15 minutes
Service Interruption
Monitoring outage, tool unavailable, or detection system issue.
URGENT (24/7)
Expected response: Acknowledgment within 15 minutes, status update every 30 minutes during outage
Access & Account Questions
Reset credentials, add users, or troubleshoot portal access.
BUSINESS HOURS
Expected response: Response within 4 business hours
General Technical Support
Questions about services, integration, reporting, or tools.
BUSINESS HOURS CALL
Expected response: Response within 8 business hours
Billing & Account Management
Invoice questions, contract changes, or account billing.
BUSINESS HOURS CALL
Expected response: Response within 24 business hours
Data Requests & Legal
GDPR data requests, compliance questions, or legal matters.
MAIN PHONE
Expected response: Acknowledgment within 24 hours, full response within 5 business days
Submit a Support Request
For non-urgent inquiries, use this form to reach our support team. For active incidents, please call immediately.
Thank you for your request
We've received your support request and will respond according to the urgency level you selected. You'll receive a confirmation email shortly.
Service Status
All Services Operational
Detection systems, monitoring, and response infrastructure are operating normally.
Scheduled Maintenance
None scheduled. Follow-up maintenance window: Q4 2026
How we handle support
Incident Triage
All reports are immediately triaged by severity. Critical incidents (active breach, service down) are escalated to incident commanders within minutes. Everything else follows standard routing.
Status Updates
For any issue taking longer than 30 minutes to resolve, you'll receive regular status updates. You'll know what we're doing, what we've found, and what's next.
Escalation Ownership
If a support issue needs escalation beyond your regular support team, there's a named owner who takes accountability. You won't be passed between departments indefinitely.
What We Don't Promise
We don't make legally binding guarantees about response times or SLAs. What we do promise is honest communication, rapid action on genuine incidents, and a team that cares about your success.