Thales e-Security Support

Data protection solutions demand high availability, and our customer support programs are designed for fast response to your service requests.  All of our plans ensure our customers can

    • Troubleshoot, repair or replace our products quickly to avoid risk to sensitive data
    • Draw upon the knowledge of highly experienced technicians
    • Eliminate high costs of product repair or replacement
    • Minimize network downtime and disruption to business
    • Maintain high availability of mission-critical data

Support Portal

The Thales Customer Support Portal allows you to enter Support Requests directly into the Thales helpdesk system, to monitor the progress of your support call and to access additional resources to help resolve your issue. You can access the portal to search the knowledgebase, log calls and update information 24 hours a day.

Note that the support team monitors the portal during business hours only.

If you do not have a Customer ID and Password and have an active Maintenance Contract with Thales, please contact your Support Team to grant you access.

You may want to visit our guidance on finding your serial numberrequesting support for nShield HSMs (including netHSMs), or requesting support on payShield HSMs (including HSM 8000s) first to help you prepare the information you'll want to have ready.

Regional Support

Americas Support


+1 800-521-6261
+1 954-888-6277

americas.support@thalesesec.com

Hours:
Monday-Friday 8:00AM-9:00PM

Time Zone:
Eastern Standard Time (EST) UTC-5 hrs


Europe Middle East Africa Support


+44 (0) 1223 723666
(note: please listen carefully for new menu options)

emea.support@thales-esecurity.com

Hours:
Monday-Friday 8:30AM-5:00PM

Time Zone:
Greenwich Mean Time (GMT) UTC and British Summer Time (BST) UTC+1 hr


Asia Pacific Support


Asia: +852 2132 99 66
Australia: +1 800 81 00 55
NZ/Pac Islands: +61 3 8630 4785

asia.support@thales-esecurity.com
australia.support@thales-esecurity.com

Asia: Monday-Friday 9:00AM-5:00PM, Hong Kong Time (HKT) UTC+8 hrs

Australia/NZ/Pac Islands: Monday-Friday 8:00AM-5:00PM Australian Eastern Standard Time (AEST) UTC+10 hrs