We're Here When You Need Us
Our Customer Success team is staffed by experienced security professionals who understand both the product and the real-world security challenges you are dealing with. We are here to ensure you get maximum value from ThreatLens360.
In-Platform Chat
Available directly within the ThreatLens360 platform during business hours (08:00–20:00 CET, Monday–Friday). Average first response time: 4 minutes.
Email Support
support@threatlens360.com — ideal for detailed questions, configuration requests, and non-urgent issues. All tickets tracked with SLA commitments.
Phone Support
Priority and Enterprise customers have access to dedicated phone support with assigned Customer Success Managers and emergency escalation lines.
Documentation
Comprehensive platform documentation covering setup, feature guides, API reference, and best practices. Available 24/7 with AI-assisted search.
Support SLA Commitments
Our response time SLAs by plan and severity level. All times are business hours (CET) unless otherwise noted.
| Plan | Critical | High | Medium | Low |
|---|---|---|---|---|
| Surface | 4 hours | 8 hours | 24 hours | 72 hours |
| Vigilance | 2 hours | 4 hours | 8 hours | 24 hours |
| Ecosystem | 1 hour | 2 hours | 4 hours | 8 hours |
Frequently Asked Questions
How do I add additional domains or assets to my account?
Additional domains can be added directly in the Asset Management section of your dashboard. Navigate to Settings → Asset Sources → Add Domain. Changes take effect within 2 hours.
How often is my attack surface scanned?
ThreatLens continuously scans your attack surface, with a full scan cycle completing every 24 hours. Critical asset changes and new exposures are typically detected within 4–6 hours of occurrence.
Can I customise which assets are in scope for my ThreatLens Score?
Yes. You can exclude specific assets from scoring in Asset Management. We recommend maintaining full scope for the most accurate risk picture, but exclusions are available for assets under active remediation.
How do I export data from ThreatLens360?
All findings, assets, and reports can be exported via the platform UI in PDF, CSV, and JSON formats. Full data export via API is available on Vigilance and Ecosystem plans.
What integrations are available?
ThreatLens360 integrates with Slack, Microsoft Teams, Jira, ServiceNow, PagerDuty, and any system via webhook. API access is available on all plans. SIEM integration (Splunk, Microsoft Sentinel) is available on Ecosystem.
Can't Find What You Need?
Our support team is staffed by security professionals. Reach out directly and we will get you the answer.