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:


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

How long should I expect a response?

We typically respond to most requests within 30 minutes or less, but we provide the following service levels:

  • Medium Priority – 1 Hour (During normal business hours)
  • Critical Priority – 30 mins (Anytime)
 

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.
 
You will receive correspondence from our support team for critical requests made after hours, weekends, or holidays.
 
Please note that professional service fees apply for outside normal business hours rates for non-critical, same-day service requests placed during these times.
 

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

Steve Cornell
Service Desk Manager
scornell@protectedtrust.com		Office
(863) 354-5299
Mobile
(863) 401-5559

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:

 

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