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.
- Call (877) 336-1671 press Option 2
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.
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:
Chris Bridges CTO cbridges@protectedtrust.com | Office (863) 594-1454 Mobile (863) 221-4392 |
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:
Ingram Leedy CEO ingram@protectedtrust.com | Office (863) 877-4467 |