Contacting SAFE

At SAFE we pride ourselves on delivering an outstanding level of support to our customers. If you experience an issue with using the SAFE platform, need any help configuring or using SAFE, or want to give us feedback, we provide a Customer Portal.

The Customer Portal allows you to submit:

• Product Feedback  - this is open to all users
• Customer Support - requires registration

You can bookmark these URLs, or access them in product by clicking on the "S" icon in the bottom right of the product.

To access the Customer Support area, you must be a registered user and have a username/password. For new customers, please supply your SAFE Sales representative or Customer Success Manager with the email address of each user requiring access.

You can find a complete guide to using the Service Desk here.

Platform Status and Maintenance

You can view the current status of our services from our Status Page. You can subscribe for notifications on platform maintenance and issues via email, RSS/Atom or Slack.

In order to ensure that the SAFE platform is using our latest code and security updates, we perform regular maintenance on the platform. Our regular maintenance windows take place as follows depending on your geographic region:

Thursday

• APAC - 13:00 - 18:00 UTC

Friday

• EMEA - 01:00 - 06:00 UTC
• North America - 06:00 - 11:00 UTC

In addition to these windows, we perform ad-hoc maintenance as required in line with our continuous delivery methodology with the aim of maximizing platform robustness and stability. In the event that maintenance requires service downtime, this will be published to customers in advance via our Status Page. We recommend subscribing to Status page notifications in order to ensure you are aware of planned downtime.

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