Secure Solutions Support Centre
Need technical assistance? Our helpline is staffed 24 hours a day, every day of the year, with a 30-minute response commitment for critical issues.
Support Centre
Email (Ticketing System)
Support Availability
WhatsApp Support
Choose the channel that suits you
However you get in touch, the same certified engineers pick it up.
Call Support
The fastest route for anything urgent. Answered 24/7, including holidays.
WhatsApp Support
Message us and get a reply on your phone — useful for photos of error screens.
Email Support
Best for non-urgent requests and anything with attachments or logs.
Raise a Support Ticket
Log a technical issue, service request, incident or change request using the form below.
Remote Assistance
For hands-on troubleshooting, our engineer will send you a secure remote session link once you call.
Check Ticket Status
Reply to your ticket email or call the helpline with your reference and we will give you the current status.
Our response commitments
These are contractual, not aspirational — they are written into the Service Level Agreement so the costs and the timings are both predefined.
Customer Complaint Escalation Process
Five levels, each with its own owner and its own trigger for moving further up the chain.
Service Desk / Help Desk
Contact our Service Desk by phone, email or through the ticketing system. Escalates automatically if the issue is not resolved within the applicable SLA.
Technical Support Engineer
Your ticket is escalated to a Technical Support Engineer. Escalates further if the issue remains unresolved.
Senior Technical Consultant
The case moves to a Senior Technical Consultant for advanced technical assistance, if you are still not satisfied with the resolution.
Customer Relations Executive
Our Customer Relations Executive reviews your complaint and coordinates with the technical team to ensure an appropriate resolution.
Chief Executive Officer (CEO) Desk
If the matter remains unresolved, it escalates to the CEO Desk for executive review and final resolution.
What Each Tier Commits To
The response commitments above, in full — at every escalation level, for whichever plan you are on.
Basic
Business-hours coverage for standard IT environments.
- Level 1 — Service Desk: Response 3 hrs · Escalate 5 hrs
- Level 2 — Technical Engineer: Response 5 hrs · Escalate 1 business day
- Level 3 — Senior Consultant: Response 1 business day · Escalate 2 business days
- Level 4 — Customer Relations: Complaint review & coordination
- Level 5 — CEO Desk: Final complaint escalation
Premium
24×7×365 coverage with priority handling.
- Level 1 — Service Desk: Response 1 hr · Escalate 2 hrs
- Level 2 — Technical Engineer: Response 2 hrs · Escalate 4 hrs
- Level 3 — Senior Consultant: Response 4 hrs · Escalate 8 hrs
- Level 4 — Customer Relations: Priority complaint handling
- Level 5 — CEO Desk: Executive review
Elite
Our fastest tier — 24×7×365 with a dedicated account manager.
- Level 1 — Service Desk: Response 30 min · Escalate 1 hr
- Level 2 — Technical Engineer: Response 1 hr · Escalate 2 hrs
- Level 3 — Senior Consultant: Response 2 hrs · Escalate 4 hrs
- Level 4 — Customer Relations: Dedicated customer care & complaint resolution
- Level 5 — CEO Desk: Immediate executive intervention
Still Not Resolved?
If a complaint remains unresolved after Level 4, it escalates directly to the CEO Desk for executive review and final resolution.
- CEO Desk: 9846236802
- Customer Relations Executive: cs@securesolutions.co.in · 7592077700
Raise a Support Ticket
Describe the issue and how to reach you. For anything critical, please call the 24/7 helpline as well — it is always faster.