Need help? Open a Request

We provide normal support during the hours of 8am to 8pm ET from Monday to Friday. Any emergency issues are available 24 hours a day, all year. Open a service request by:

• Sending an email to support@protectedtrust.com Sending an email helps us verify your account for the fastest response.

However if you can’t access your email you can give us a call too.

Let us know if you have an Emergency

Critical issues are defined as catastrophic or high business impact events requiring 24/7 engagement from both you and Protected Trust until the issue is resolved or mitigated. If you have an emergency and need immediate help, please let us know. Follow these steps:

• When opening a request via email, you should receive a new notification with escalation instructions.
• If you have a CRITICAL issue or need emergency after-hours support, REPLY to the email with “@CRITICAL” in the message.
• If calling by phone, please let the dispatcher know you have a critical issue.

Not Satisfied with your progress?

After escalating using @CRITICAL, or submitting via phone, if you do not receive a callback or response by email within 30 minutes; you are unsatisfied with the progress of your service request or feel additional escalation is needed, please contact our Client Success If after reaching out to the service desk manager you do not receive a call back within 30 minutes; and you are unsatisfied with the progress of your service request or the handling of your issue, please call: If after reaching out to the CTO you do not receive a call back within 15 minutes; you are unsatisfied with the progress or the quality of your experience overall, please call: