Customer Support

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The Securus licence and support agreement entitles you to a range of specialist expertise, information and services.

You will also have access to our secure support portal, where you will be able to log support requests, book call-backs and access the latest training and “how to” videos.

This article details the services available from Securus.

Included in your Securus Annual fees are the following services:

• Access to the Securus Knowledge Base where you can log support tickets and access our comprehensive knowledge base and helpful “how to” guides.

• Library Updates our library is updated regularly to reflect current threats, trends and jargon.

• Software Updates including bug fixes, improvements and enhancements.

• Remote Staff Training and Assistance for any staff who has responsibility for Securus, we can carry out online session to run through features and functionality.

• Help Desk Support where our experienced team can offer technical and functional assistance. The help desk is available between 08:00 - 17:30, Monday to Friday (except public holidays).

• Safeguarding Resources we offer comprehensive bulletins for responding to various safeguarding concerns captured by Securus.

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Document number/reference: SEC-KB-INF-004

Classification Level: Public

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