How to Submit a NetDefend Support Request

Start with the support request form

Use the support request form when you need help with an active NetDefend service, project follow-up, website question, Microsoft 365 configuration, cybersecurity item, billing question, or general service request.

Support requests are easier to review when the first message includes enough context for NetDefend to understand the service area, business impact, and requested outcome.

What to include

• Your name, email address, and company name.
• Whether you are an active NetDefend client, a new client inquiry, or not sure.
• The support category that best matches the request.
• The priority level based on business impact.
• A short subject line that clearly summarizes the request.
• A detailed description of what is happening or what needs to be changed.
• Screenshots, page URLs, affected users, error messages, and recent changes when relevant.

What happens after submission

NetDefend reviews the request details, checks the selected category and priority, and identifies the most practical next step. Some requests can be handled directly, while others may require clarification, additional access, scope review, or a consultation.

Support is available for active NetDefend clients during standard support hours. Response times may vary based on the active service agreement, request priority, and scope of support.

Protect sensitive information

Do not include passwords, MFA codes, recovery keys, card details, or other sensitive credentials in a support request. If secure access is needed, NetDefend will use an appropriate process for the situation.