Get Help

Access support resources, submit feedback, and reach the Radiant Security team directly from within the platform.

Radiant provides several channels for getting help, submitting feedback, and escalating issues. Use the channel that best matches the urgency and nature of your request:

• Online resources
• Open a support case

Online resources

All customer support reference materials can be found in our knowledge base:

• Search, access, and view common usages, workarounds, and solutions.
• Keep up with the latest information regarding Radiant Security product updates.
• View and subscribe to the status page to get an accurate, up-to-date status on the Radiant Security platform.

Open a support case

If you cannot resolve your issue using the online resources, you can open a support case through any of the following channels:

• Support email
• In-product feedback button
• Your dedicated support channel (Slack or Teams)
• Phone call (for critical incidents only)

Providing relevant details upfront minimizes back-and-forth and reduces time to resolution. When opening a case, include diagnostic information and any additional context in your initial submission.

Support email

Use this address ([e-mail]) to reach the broader Radiant Security support team. Messages sent here are visible to multiple stakeholders across the organization, which helps us:

• Quickly align on the urgency of your request
• Route your issue to the right team
• Take immediate action when needed

Help and feedback button

The Help and feedback button is available in the left navigation of the Radiant Security platform. Clicking it opens a flyout menu with four options:

• Contact us - Submit a support request to the Radiant Security team.
• Report an issue - Report a platform bug or unexpected behavior.
• Docs - Opens the Radiant Security knowledge base in a new tab.
• Radiant status - Opens the Radiant Security status page in a new tab.

To submit a support request or report an issue from within the platform:

1. Log in to the Radiant Security platform.
2. Click Help and feedback in the left navigation.
3. Select Contact us or Report an issue.
4. Complete and submit the form.

Submitting through either option captures session context automatically and routes your submission to the right team.

Support channel

For questions, guidance, or anything that does not require a formal support case, reach your Radiant Success representative directly through your dedicated Slack or Teams channel. Use it for quick questions, status check-ins, and informal guidance.

Phone call

For urgent or critical incidents requiring immediate assistance, contact support at [phone]. Use this number only for production-down or business-critical issues that cannot wait for a response through standard channels.

If our engineers are busy helping other customers, please leave a message indicating a brief problem description and the severity level. All calls will be returned based upon the service level agreement response times.