Whether you are stuck on a setting, hit unexpected behavior, or need help understanding a finding — we are here. Pick the channel that matches your situation.
Self-service
- Status — see real-time platform health at status.horizonshield.cloud
- Documentation — in-product docs cover every module, with screenshots and examples
- Academy — lessons and walkthroughs for common workflows
Direct support
- Email — support@horizonshield.cloud for general questions
- In-product chat — available to paying customers from any page in the admin
- Dedicated contact — included on higher tiers; your contact knows your environment and skips the queue
Critical security incidents
If you believe you are in the middle of an active incident — a confirmed compromise, data exfiltration in progress, or ransomware in flight — contact us through your dedicated incident channel. Customers without a dedicated channel should email security@horizonshield.cloud with INCIDENT in the subject; these messages bypass normal triage.
What you can expect
- Acknowledgment of every ticket with a reference number
- A real human (not a bot) reading your message
- Response targets that match your plan, published in your customer agreement
Feedback and feature requests
Tell us what is missing. Many of the most-used features in the platform started as a customer email. Write to product@horizonshield.cloud.