Security
Possible security issues, suspicious activity, policy concerns and questions about how protection is applied.
Home/Support
Support and contact
Ask the right team, not a general inbox.
Security, network, firewall, cloud, web application and general requests each go to the people who handle them. Pick a category and tell us what is happening.
Support categories
What each category covers.
Choosing the closest match gets your request to the right place faster. If none of them fit, general support will route it.
Network
Connectivity behaviour, internal network questions, segmentation and Wi-Fi coverage.
Firewall
Rules, blocked or allowed traffic, policy changes and exception requests.
Cloud
Cloud-managed policy, multi-site configuration and virtual firewall questions.
Web application
Website, application and API protection, including tuning of request-level rules.
General support
Service information, pre-sales questions, account enquiries and anything that does not fit elsewhere.
Contact
Send us the details.
The more specific you are, the more useful the first reply will be. There is no wrong category — anything misrouted gets passed on.
Customer support
Existing services, configuration changes and account questions.
[Support email address — to be provided]
Security and network support
Issues affecting a live network or an active service.
[Priority support contact — to be provided]
General enquiries
Service information and questions before you buy.
[General enquiries email — to be provided]
Business hours, telephone numbers and postal address will be published here once confirmed.
Service information
What we can tell you before you ask.
Before you contact us
- Know roughly what is connected to the network
- Have your router model and internet provider to hand
- Note when the behaviour started, if it is recent
- For web issues, have the URL ready
What happens next
- Your request is routed to the matching team
- You get a reply with next steps or questions
- Policy decisions can be reviewed and adjusted
- Response times depend on your plan and category
FAQ
Support questions.
How quickly will I get a reply?
Response times depend on your service plan and the category of your request. Security and network issues affecting a live connection are prioritised. Specific commitments are set out in your service documentation.
What should I include in my message?
What you are protecting, what you are seeing, and when it started. For network issues, your router model and internet service help; for web application issues, the URL and roughly when the behaviour began.
Something is being blocked that I need. Can that be changed?
Yes. Policy actions are recorded, so support can review the decision and adjust the rule behind it. Choose the firewall category and describe what is being blocked and where.
Can you help before I am a customer?
Yes. General enquiries are welcome, including questions about which service fits your setup. Describe what you have and what you are trying to protect.
Do you offer help setting things up?
Setup assistance is part of the service. What is involved depends on your equipment, internet service and the configuration selected.
How do I report a possible security issue?
Use the security category and include as much detail as you can. If something is actively affecting your network, say so in the first line of your message.
Privacy
Information submitted through this form is used to respond to your enquiry and to provide the services you request. [Full privacy policy to be provided by SecureSonic Firewall] — this placeholder should be replaced with your published policy, including data retention periods, lawful basis for processing and the contact details of your data controller before the site goes live.
Terms
Service descriptions on this website are provided for general information. Specific features, availability and service commitments are set out in your service agreement. [Full terms of service to be provided by SecureSonic Firewall] — replace this placeholder with your published terms, including service levels, cancellation terms and governing jurisdiction.