Recorded Future Product Support is available 24/7 to address any product inquiry you may have. Below are some key details surrounding support's availability and channels of communication.
- Support Availability and Channels
- Support Tasks and Issue Types
- Ticket Status Follow Up
- Support SLOs
Support Availability and Channels
Support is available 24/7 via the following support channels:
Email: support@recordedfuture.com
Web Form: https://support.recordedfuture.com
Phone: +1 (855) 476-9728
An inquiry submitted via any of these channels will open a ticket within our ticket system, which we strive to provide a first response to within 1.5 hours (See our full support service targets below).
For email and web form specifically, upon ticket submission you will receive an automated email back with a specific ticket ID to follow up on. If you don't see this automated email after ticket submission, please call our 24/7 support line to ensure that we received your request.
Email Support
All new emails to support@recordedfuture.com will generate a ticket within our ticket system. You can also email replies back to support on existing unsolved tickets via the ticket comment emails you receive, as your emails will add comments to our ticket as well. When submitting a new email to support, please include the following info to help expedite your issue:
- Subject line describing the specific product inquiry
- Email body describing the issue in question, with the below information included as applicable:
- Steps to reproduce
- Screenshots that will help describe the issue
- Error messages or logs
- Business impact so we can properly assess urgency
For Payment Fraud Intelligence (PFI) related support inquiries, please use pfi-support@recordedfuture.com.
Web Form Support
Tickets can be submitted via web form at the Recorded Future Support Site.
For most cases, you'll want to use the General Support Request form which will allow you to submit a basic ticket description, issue summary, product category, and any useful attachments.
If you need support for one of our Product Integrations, you'll want to use the Integration Support ticket form. This form will allow you to provide information specific to the integration you're working with, and any specific instance or environment information that will be helpful for our support team.
In addition, if submitting a product defect, please make sure to also include:
- Steps to reproduce
- Screenshots of the issue
- Error messages or logs
- Business impact so we can properly assess urgency
For Payment Fraud Intelligence (PFI) related support inquiries, please use the PFI Support Ticket Form.
Phone Support
Recorded Future Support can be reached 24/7 toll-free at +1 (855) 476-9728 for new inquiries, or to check up on an existing inquiry. Upon calling the support line, you will be given an option to be directed to sales, or our support staff. Upon choosing support, the call will then be routed to our available pool of support consultants for pickup.
Although we strive to pick these calls up live, in the off chance that support staff is busy on other calls, you'll have an option to leave a voicemail which we strive to pick up within our first reply target.
Whether a call is picked up live, or generates a voicemail, either will create a ticket in our ticket system for further visibility. Support staff will attempt to reach back out, either via support ticket that was generated, or via phone call.
When calling our support line, please be ready with the following information:
- Your name, email, and phone contact info
- What organization you're calling from
- What feature, module, or integration the inquiry is pertaining to
- Ticket ID, if calling to check on status of an existing ticket
- Business impact so we can properly assess urgency
Support Site
Support Bot
The Recorded Future Support Bot can be found in the bottom right corner of anywhere in our support site, and can be used to ask questions about basic usage of our platform. Once an article is viewed, you will be given an option to provide feedback if the article addressed the inquiry, or pivot to a support ticket form.
Quick Search and AI Generated Answers
Many inquiries can be solved by using the quick search box near the top of any support site page. In most cases, an AI generated answer will be suggested based on your inquiry. Otherwise, a list of related articles will be shown to help address your inquiry.
Support Tasks and Issue Types
The Product Support team has a preferred language of English, but Recorded Future will endeavor to support other languages as well. All of our Support analysts are encouraged to use both translation tools as well as to collaborate with Recorded Future personnel that may better understand the received language. Note that while responses may be provided in English, we may also utilize Recorded Future personnel from across our organization if a reply in the received language would provide better context. Inquiries may be primarily related, but not limited to, the following issue types:
- Defects, Service Disruptions, Feature Enhancements, and Questions surrounding our:
- Alert Delivery and Configuration Troubleshooting
- Product user administration (Two Factor Authentication, Password Reset, Single Sign On , etc.)
- Risk Scoring Inquiries
- Data Improvement Suggestions from within the Platform
Ticket Status Follow Up
As stated above, support inquiries submitted via any channel will create a ticket within our support ticket system. Although you can keep track of status via email replies, and/or by calling our support line for a status, another good way to keep track of your ticket via our Support Site.
Once within the initial landing page of our support site, an end user can browse through "My Activities" under their profile dropdown to access their ticket history. Per the screenshot below, tickets can also be filtered by keyword, ticket ID, and status.
Upon clicking on one of the unsolved tickets, you can review comments submitted to date as well as add any new comments as necessary. If you click on a closed ticket, if there is no option to leave ticket a comment, there will be an option to create a follow-up ticket as related to the one that has already been solved.
Support SLOs
Upon receipt of a support case, our response and resolution targets differ by priority as stated in our support policy, but most often an initial first response will be provided within 1.5 hours of the case being opened. Recorded Future will undertake reasonable efforts to promptly correct any defect, or answer any product related inquiries raised through normal support channel. These inquiries may be reported via phone, in-product web form, or email support. We will make reasonable efforts to correct any defect or provide an acceptable work-around or action plan within the following time frames.
| Priority | Target First Reply Time | Target Maximum Resolution Time | Type of Resolution |
| Critical Error | 4 hours | The objective will be to provide relief to the client within twenty-four (24) business hours, and provide a Fix within seven (7) business days | Fix (Delivered upon availability) |
| Significant Error | 4 hours | 7 business days | Delivered in next Product Update |
| Other Error / Request For Information | 1 business day | 5 business days | Description of current best practice for service usage |
If the speed or the quality of the support responses / resolution are not to your liking, an escalation can be raised via this process.
Definitions
- SLO - (Service Level Objective) - Informal contract between internal or external and the end user of our support services. It specifies what the client will receive and clarifies what is expected of Recorded Future.
- Critical Error - A defect that causes the Subscription Service to be unusable.
- Significant Error - A defect that has a material impact on Customer’s ability to use the Subscription Service.
- Other Error/Request for Information - A defect that is not a Critical Error or a Significant Error. Request for information (or support question) means inquiry on how to effectively use Recorded Future's products and services.