Support
Existing clients should use the escalation contacts published in their service description. The channels below are available for general support and for reporting an active incident.
Active incident
Active incidents
Telephone the operations center rather than using the contact form. State the organization, the affected network and the wallet or contract involved. An officer opens the incident during the call.
General support
Service requests and questions
Monitoring and incident escalation are staffed 24/7/365 across Ashburn and Hyderabad. Service requests, change requests and reporting questions are handled during business hours in the client's contracted time zone.
Requests raised by email are logged against the client service record and routed to the named service owner.
Security
Vulnerability reports and security contact
Security researchers and clients who identify a vulnerability in Client Focus systems should report it to the security mailbox. Reports are acknowledged and handled under the incident process. Do not include client data or exploit payloads in the first message.
Support for existing engagements.
Whether you are designing a new system, running one in production, or defending one, Client Focus brings engineering, network operations and security operations under one accountable model. Every request is reviewed by a principal of the firm.