Get support
Requests sent through the client portal or by email are logged as tickets automatically. Call for outages, security concerns and anything time-sensitive.
Support channels
Client portal
Open a request, add details, reply to our team and check the status of every request for your organization. Authorized billing contacts can also view invoices.
Access is by invitation. Ask your organization's portal administrator or email us if you need an account.
Email us from your work address. A ticket is created and you receive a confirmation with its reference number. Reply to that confirmation to add information to the same ticket.
Keep the reference number, for example [GNT-10482], in the subject line when you reply.
Phone
Call for outages, problems affecting several people, suspected security incidents and anything that cannot wait for an email reply.
For an outage, tell us what is down and who is affected.
Remote session
When a technician needs to work on your computer, they will ask you to start a secure remote session. You can watch the session and end it at any time.
Only start a session while you are working with a GNT Security technician.
What to include in a request
These details help us resolve your request without a round of follow-up questions.
- Your name and the best way to reach you today
- What you were trying to do and what happened instead
- Any error message, ideally with a screenshot
- The computer, printer or system involved
- Whether anyone else is affected
- When the problem started and anything that changed around that time
Reporting a security incident
Report a suspected incident as soon as you notice it, even if you do not have all the details.
Compromised account
Do not email us from an account you think is compromised. Call (510) 469-0947 or use a different account.
Evidence
Leave suspicious emails, alerts and files in place until we have reviewed them. Do not restart affected systems unless we ask you to.
Passwords
GNT Security will never ask for your password by phone, email or text message. Treat any such request as phishing and report it to us.