How to escalate an onboarding or support request to ThreatMate

For all onboarding and support inquires concerning ThreatMate, a request will need to be made to the ThreatMate team.

• ThreatMate support can be contacted by 2 methods:

  • Via email: support@threatmate.com

  • Via phone: +1 813-686-0004

• Out of scope topics would include billing questions which should be addressed to the Sherweb billing team.

• For any emergency urgent cases the word “CRITICAL” should be added in the email subject line

• Depending on the situation at hand, the following can be useful to aid ThreatMate support:

  • Tenant ID (required) - This can be found once logged in to your portal within the address bar URL.

  • Affected client organization (If applicable)

  • Agent version

  • Scan ID - Should this been needed you will be directed to copy the URL in your address bar as it can include the ScanID and DeviceID.

  • Error message(s)

  • Screenshots / screen recording

  • Reproduction steps

Hours of operation

Business Hours:

• ThreatMate business hours are Monday to Friday, 9 AM to 5 PM EST.

Off-hours:

• US federal holidays will not have any support available.