Contacting SureView Customer Support

Helpdesk Hours

The team only monitors and responds to Support Tickets or emails during our scheduled Helpdesk hours.

If you experience an emergency issues outside of normal hours and are subscribed to Gold Level Support then please call the Gold Level Support Number that was provided to you as part of the package for 24/7/365 support. 

Regular Helpdesk Hours
Monday to Friday
09:00 - 22:00 GMT/BST

04:00 - 17:00 EST/EDT

2025 Holiday Helpdesk Hours

Submit a Request 

Use the "Submit a Request" link at the top right corner of our support portal and fill out the request form

Request a Callback 

Use the "Submit a Request" link at the top right corner of our support portal and fill out the request form. Please include a phone number with the country code e.g. +1 (USA) or +44 (UK) so that a member of our team can call you back.

Email us 

Email us at: opshelp@sureviewsystems.com

Please include your organisation name along with email as it will help us direct your request to the best team member.

Chat with us 

Using the help-bubble in the bottom right corner of our support portal you can start a chat with one of our team members. If no one is online you'll be able to leave a message and we'll get back to you as soon as possible.

Submitting a Feature Request

You can share your thoughts about SureView and make suggestions about what you'd like to see in the future in our Feature Request Forum

Adding comments to articles 

If you have questions about a particular feature or Help Center article, you can add your comments or questions to articles.

To add a comment or question

1. Open an article in the SureView Ops Help Center.
2. Scroll to the end of the article and add a comment.
   
   Members of the SureView Customer Support team monitor these articles for comments and provide answers to your questions.

Ask the Community  

For help from SureView experts, post your questions or feature feature requests to the SureView Ops Community. The community is a great location for trading ideas with other SureView users

SureView Engineer Support Access

To help troubleshoot problems, you can allow SureView to access your account for a specific amount of time. Allowing SureView to access your account as an agent does not affect your license, or your available user seats.

Once access is granted an automatic email is sent to notify all account Administrators

Note: A user must have the "Allow the user request support from SureView system administrators" permission in order to grant access to SureView engineers