Support And Maintenance

Requesting Support

At SAFE we pride ourselves on delivering an outstanding level of support to our customers. If you experience an issue with using the SAFE platform or need any help configuring or using SAFE, we provide access to a service desk through the Customer Portal. The Portal includes several options and a searchable knowledge base.

To access the Customer Portal, you must be a registered user and have a username/password. For new customers, please supply your SAFE Sales representative or Customer Success Manager with the email address of each user requiring to access the Service Desk.

You can find a complete guide to using the Service Desk here.

Platform Maintenance

In order to ensure that the SAFE platform is using our latest code and security updates, we perform regular maintenance on the platform. If maintenance is required, it is scheduled on Wednesdays at the following times depending on your geographic region:

• EMEA - 04:00 - 06:00 UTC
• North America - 06:00 - 10:00 UTC
• APAC - 15:00 - 19:00 UTC

During these times, you may experience a brief service interruption of up to 10 minutes when using the SAFE platform. In the event that you are unable to access the SAFE platform for an extended period, please contact us for support.

In the event that maintenance is required outside of these hours (for example, due to a critical security issue or other urgent issue), SAFE will notify you of any expected service impact.

Platform Updates and New Features

In addition to regular communication from your Customer Success Manager, you can find information about updates to your SAFE platform from the SAFE agent in the bottom right of the application.

Product Updates

You can find information about Product updates and new features in the Product Update channel of the agent. This will include new insight features for risk, new integrations and questionnaires, and changes to our scoring model. Alternatively, you can reference the Release Notes on our documentation page.

Threat Intelligence Updates

As part of our ongoing mission to provide you with real time insight into your risk posture, SAFE updates our threat intelligence regularly. Threat Intelligence Updates can include:

• Updated CVE mappings to MITRE TTPs.
• CVE weighting changes as a result of CISA KEV findings.
• Updates to weightings or technique mappings as a result of our most recent research.
• Bug fixes or other corrections with our scoring metadata.

Full details can be found in the agent or in our Threat Intel Update pages. These updates will impact your SAFE score if you have assets which are found to be affected by newly identified CVEs or TTP mappings, or have existing Controls, CVEs or TTP mappings which have been updated.