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SPYCLOUD SUPPORT

Support That Keeps Your Identity SECURITY Running

When identity threats don’t wait, neither should your support. SpyCloud Support ensures your products stay secure, reliable, and optimized – while giving you direct access to the experts who built them. Whether you need consistent, proactive maintenance or round-the-clock technical expertise for high-risk environments, SpyCloud Support meets you where you are.
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Cybersecurity and data protection solutions for businesses.

Support that strengthens your security operations

SpyCloud Support helps security teams reduce risk, minimize disruption, and operate with confidence – by combining proactive care with direct access to identity threat experts when it matters most. With Base and Premium Support options, customers can match coverage, responsiveness, and expertise to the real-world impact of their environment.
Reduce operational risk

Prevent issues before they escalate and resolve critical problems faster when they do.

Minimize downtime
Priority response and expert intervention keep high-impact environments running.
Scale with confidence

Support that grows with your deployment – without adding operational complexity.

Need support? Start here.

Whether you’re troubleshooting an issue, looking for documentation, or validating trust and compliance, these resources are the fastest way to get what you need.

Product Documentation
Access detailed documentation across SpyCloud products, including setup guidance, workflows, FAQs, and troubleshooting resources designed to help teams self-serve with confidence.
Explore documentation
Support Resources
Submit support requests, track cases, and engage directly with SpyCloud’s support teams through your account. This is the fastest path to resolution for technical issues and questions.
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Trust Center
Trust Center transparency you can verify. Review SpyCloud’s security, privacy, and compliance posture, including certifications, policies, and third-party attestations – all in one place.
Visit Trust Center

Support designed for real-world operations

When identity protection is tied to business continuity, support speed and expertise matter. SpyCloud Support connects you directly with customer-facing technical teams – not outsourced scripts or tier-one deflection – so issues are handled by experts who understand identity threats and your environment.

Use the comparison below to see what’s included with our Base Support and Premium Support options.

CAPABILITY
Support Coverage
Response Priority

Proactive Maintenance

Planned updates, backups, and optimizations

Software Updates & Stability

Keeps products secure, current, and reliable

Technical Troubleshooting

Expert Advisory Services

Analyst Credits

Integration Prioritization

External Consumption Notifications

Risk Mitigation

Business Impact

BASE SUPPORT
US: 9a-5pm CST, M-F
Non-US: 9a-5pm GMT, M-F

Standard response

Standard issue resolution

Reduces operational and security risk through maintenance

Stability, compliance, and reduced operational overhead

PREMIUM SUPPORT
24/7 support for critical & high-severity issues

Priority response & escalation

Advanced technical analysis for complex issues
Included via analyst credits
5 credits/month (no rollover)

Minimizes business impact through faster resolution & expert guidance

Faster recovery, fewer disruptions, and higher confidence at scale

Support designed for real-world operations

When identity protection is tied to business continuity, support speed and expertise matter. SpyCloud Support connects you directly with customer-facing technical teams – not outsourced scripts or tier-one deflection – so issues are handled by experts who understand identity threats and your environment.

Use the comparison below to see what’s included with our Base Support and Premium Support options.

CAPABILITY BASE SUPPORT PREMIUM SUPPORT
Support Coverage US: 9a-5pm CST, M-F

Non-US: 9a-5pm GMT, M-F 		24/7 support for critical & high-severity issues
Response Priority Standard response Priority response & escalation
Proactive Maintenance
Planned updates, backups, and optimizations 		icon-check
Software Updates & Stability
Keeps products secure, current, and reliable 		icon-check
Technical Troubleshooting Standard issue resolution Advanced technical analysis for complex issues
Expert Advisory Services Included via analyst credits
Analyst Credits 5 credits/month (no rollover)
Integration Prioritization
External Consumption Notifications
Risk Mitigation Reduces operational and security risk through maintenance Minimizes business impact through faster resolution & expert guidance
Business Impact Stability, compliance, and reduced operational overhead Faster recovery, fewer disruptions, and higher confidence at scale

How to contact SpyCloud technical support

Online

This is the best way to track the progress of an issue, attach files, and see status updates in real time.

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Email

No bots, no black holes – just real humans who understand SpyCloud inside and out.

Email support
Phone

Prefer talking it out? Give us a ring between 9am–5pm CST for US-based customers, and 9am-5pm GMT for non-US-based customers, Monday–Friday.

1-800-513-2502 and press #5 to reach Support directly.

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SpyCloud Support FAQs

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SpyCloud Support FAQs

Premium Support is recommended for organizations where identity protection is business-critical – such as customer-facing environments, high-risk deployments, or teams with limited internal resources who need faster response and deeper technical expertise. If downtime, misconfiguration, or delayed resolution carries real business impact, Premium Support usually makes sense.

Premium Support is recommended for organizations where identity protection is business-critical – such as customer-facing environments, high-risk deployments, or teams with limited internal resources who need faster response and deeper technical expertise.

If downtime, misconfiguration, or delayed resolution carries real business impact, Premium Support usually makes sense.

Premium Support provides around-the-clock coverage for critical and high-severity issues. Lower-severity requests follow standard support workflows, ensuring resources are prioritized where impact is greatest.
You’ll work directly with SpyCloud’s customer-facing technical teams – not outsourced call centers or scripted tier-one support. Premium Support customers receive prioritized access to experts who understand SpyCloud products and identity threat operations.
Premium Support includes 5 analyst credits per month (non-rollover) that can be used for Investigations, FIT Labs, or Professional Services engagements. These credits provide access to expert analysis and advisory support beyond standard troubleshooting.
No. Analyst credits are allocated monthly and do not roll over. This encourages proactive use for analysis, validation, and advisory needs.

Support requests are submitted through your SpyCloud account, where you can open cases, track progress, and communicate directly with the support team. Premium Support customers receive prioritized handling through the same interface.

Yes. Premium Support includes integration prioritization, helping ensure faster attention and guidance for integration-related needs in complex or high-impact environments.
Yes. Premium Support is available to eligible customers, including alliance and strategic partners. Availability may depend on deployment type and scope – your SpyCloud representative can help determine fit.
Yes. Customers can move to Premium Support as their environment, risk profile, or operational needs evolve. Talk to your SpyCloud account team to discuss timing and options.
Base Support focuses on maintenance and standard support. Premium Support includes expert advisory guidance to help validate design decisions, troubleshoot complex implementations, and optimize deployments.