Sec3ure Customer Service — Expert Overview

Sec3ure is a specialized cybersecurity product and managed-service provider that pairs enterprise-grade threat prevention with white-glove customer service. Founded in 2016, Sec3ure services have supported over 1,200 customers globally across finance, healthcare, and critical infrastructure. This document summarizes the customer service model, operational metrics, channels, pricing, staffing and escalation practices in concrete terms so procurement, support operations managers, and CISO offices can evaluate and implement Sec3ure support with predictability.

The approach is results-driven: service-level agreements (SLAs), documented escalation paths, automated telemetry, and continuous training. Sec3ure maintains ISO 27001 certification (since 2019), SOC 2 Type II reports (audited annually), and publishes a quarterly transparency report with median support metrics and product availability figures.

Support Model and Service Tiers

Sec3ure offers three primary support tiers designed for different risk profiles and procurement budgets: Standard, Premium, and Enterprise. Each tier defines response SLAs, included proactive services (patch management, threat hunting cadence), and access to named engineers. Prices below are list prices effective 2025 and are typically subject to volume or multi-year discounts.

• Standard — $199/month per protected asset or $2,000/year startup fee; includes 24×5 email and ticketing support, median first-response 4 hours, monthly health-check report.
• Premium — $799/month per protected asset or $9,000/year; includes 24×7 phone/chat/ticket support, median first-response 15 minutes, quarterly in-person or remote architecture reviews, and 2 annual on-site visits (US only).
• Enterprise — custom pricing (typical range $50k–$400k/year depending on scale); includes dedicated account team, SLA-backed incident resolution objectives (see next section), on-premises integration assistance, on-call engineer rotation, and contractual uptime credits.

For customers with hybrid or air-gapped environments, Sec3ure offers an optional Offline Support Addendum ($3,500 one-time setup with $1,200/month maintenance) that includes secure courier for media transfers, encrypted diagnostic packages, and scheduled in-person service windows.

Operational KPIs, SLAs, and Measured Outcomes

Sec3ure publishes concrete KPIs in contracts and monthly dashboards. Key performance indicators used in audits and customer reviews include median first-response time, mean time to resolution (MTTR), customer satisfaction (CSAT), Net Promoter Score (NPS), and backlog age distribution. Benchmark figures from 2024 full-year aggregated customers were: median first-response 12 minutes (Premium/Enterprise), MTTR 8.7 hours for severity-1 incidents, CSAT 4.6/5, and NPS 48.

• Severity definitions and SLAs: Severity 1 (system down/critical data loss) — 15-minute SLA to acknowledge, 4-hour target to restore service or deliver workaround. Severity 2 — 1-hour acknowledgement, 24-hour resolution target. Severity 3/4 — 4–24 hour acknowledgement windows and multi-day resolution targets depending on complexity.
• Availability and credits: Platform availability SLA 99.95% monthly for Premium/Enterprise; credits tiered (e.g., 5% credit for 99.9–99.95% downtime, 10–25% for lower thresholds) with defined measurement methodology.

Sec3ure supports evidence-based reviews: every major incident (P1/P2) gets a post-incident report within 72 hours and a blameless RCA within 14 business days. Continuous improvement is measured via reduction targets: the company commits to lowering P1 recurrence rate by 25% year-over-year through automation and root-cause remediation plans.

Channels, Tools and Technology Stack

Support channels are multi-modal and integrated into the Sec3ure Service Platform (SSP). Customers get a dedicated portal (portal.sec3ure.example.com), API access for ticket ingestion, 24×7 phone and encrypted chat, and optional SIEM integration. Ticket metadata includes telemetry links, packet captures, system snapshots, and an automated triage score to route to the correct specialist.

Key tooling: Atlassian Jira Service Management for case workflows, PagerDuty for on-call orchestration, Datadog and Splunk for monitoring/observability, and an internal knowledge base with over 1,800 runbooks. For customers, Sec3ure supports SSO via SAML or OIDC, audit log exports, and an incident webhook that pushes to customer Slack/MS Teams channels.

Escalation, Onboarding, and Release Support

Onboarding is a structured 6–8 week program for new customers: Week 0 is kick-off and baseline assessment, Weeks 1–3 cover deployment and integration, Weeks 4–6 are handover plus two operational playtests, and Weeks 7–8 focus on optimization and scheduled knowledge transfer. Pricing for onboarding is $6,500 (Standard), $18,000 (Premium), or scoped separately for Enterprise.

Sec3ure maintains a three-level escalation path: Tier 1 (frontline engineers), Tier 2 (product specialists/forensics), Tier 3 (R&D and executive incident managers). Escalation contact numbers and on-call rosters are included in the SLA appendix; for Premium/Enterprise customers the emergency hotline is +1 (512) 555-0123 (24×7). Release windows for major platform updates are communicated 45 days in advance with optional maintenance windows for customers preferring off-peak deployment.

Staffing, Training, Quality Assurance and Compliance

Staffing ratios are published as part of contract transparency: Standard support has a ratio target of 1 engineer per 120 active Standard accounts; Premium aims for 1 engineer per 40 accounts; Enterprise includes dedicated engineers to meet customer-defined RPO/RTO needs. Annual training is mandatory — all engineers complete 40 hours/year in product and security training plus quarterly tabletop simulations.

Quality assurance is driven by monthly QA audits of 5% of closed tickets, random shadowing sessions, and CSAT triggers for follow-up. Sec3ure also supports formal compliance audits: the company will provide SOC 2 Type II reports, ISO 27001 certificates, and assist with customer audits; third-party penetration testers are permitted under the safe harbor terms in the support agreement.

Contact, Pricing Summary and Legal

For procurement and immediate support: Sec3ure Headquarters — 1234 Secure Plaza, Suite 400, Austin, TX 78701. Sales: +1 (512) 555-0100, Support (24×7 hotline for Premium/Enterprise): +1 (512) 555-0123. Public web and documentation: https://www.sec3ure.example.com. Standard business hours for portal responses are Mon–Fri 08:00–18:00 CST for Standard customers; Premium/Enterprise receive 24×7 coverage.

Typical contract terms: 12–36 month agreements, net-30 payment terms, tiered volume discounts beginning at 10% for multi-year commitments, and a 90-day right-to-terminate for cause. Customers receive a defined Service Attachment that lists SLAs, credits, and contact points. For bespoke needs, Sec3ure provides a written Statement of Work (SOW) including deliverables, schedule, and acceptance criteria.

How to pair SEC3URE go badge?

Select Pair Badge on the home screen and select the SEC³URE GO! ID displayed on the badge. A six-digit passcode will appear on your SEC³URE GO! Enter the passcode on your mobile device.

How do I call Vendormate customer service?

If a rep has any questions, direct them to www.ghx.com/customer-care or call 888-476-0377.

What is the phone number for Symplr IntelliCentrics?

If you have questions after reading the following, our customer service team is happy to help at [email protected] or 866-373-9725 or through a ticket submitted at www.symplr.com/contact.
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Does symplr track your location?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, some symplr products can track your location, as symplr’s privacy policy for its mobile services states they may collect “location data,” including GPS coordinates, when you use their site or app on a mobile device. This location data helps power features like location-based services and may not function correctly if location access is disabled.  How Symplr Tracks Location:

• Mobile Device Access: . Opens in new tabIf you use a symplr application on a mobile device, your device’s location services can provide GPS coordinates to symplr. 
• Location-Based Services: . Opens in new tabThis collected data helps the application provide features that require your location, ensuring they work as intended. 
• Workforce Management: . Opens in new tabSome symplr-integrated or similar tools in the workforce management sector are designed to track employee time, location, and mileage. 

What to do if you don’t want to be tracked: 

• Disable Location Services: . Opens in new tabYou can prevent symplr from accessing your location by turning off location services for your device or the specific symplr app in your device settings.
• Review the Privacy Policy: . Opens in new tabAlways refer to the specific privacy policy of the symplr product you are using for details on data collection and usage.

AI responses may include mistakes. Learn morePrivacy Policy – symplr Value Analysis(i) Location Data. When you access or use the Site using a mobile device, we may access, collect, monitor and/or remotely store “l…symplr Value AnalysisManage your Android device’s location settings – Google HelpUnderstand the location settings available on your device Important: When the location setting is off for your device, apps and se…Google Help(function(){
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What was symplr called before?

symplr’s original filing entity was Vendor Credentialing Service LLC.

Are symplr and reptrax the same?

So Reptrax and Symplr have merged ish.