Help with the free beta

Contact channels

• General help: support@sikkerftp.dk
• Security incidents: security@sikkerftp.dk
• Abuse or illegal content: abuse@sikkerftp.dk
• Privacy and rights: privacy@sikkerftp.dk

What to include in an enquiry

1. The account email address and, if applicable, the endpoint name or UUID.
2. When the problem occurred and which client or integration was used.
3. The exact error message and relevant steps to reproduce the problem.

Never send passwords, private keys or file contents. Redact secrets and personal data from screenshots.

Priorities

1. Critical: an active security breach, unauthorised access or data exposure.
2. High: the service or all transfers are unavailable.
3. Normal: an issue with a single endpoint, questions and suggestions.

Priority determines order, not a promise of a specific response time or solution.

If you suspect a compromise

1. Pause the endpoint in the portal.
2. Rotate the endpoint password.
3. Remove recipients' old credentials and check your own system logs.
4. Contact the security address with the time, endpoint UUID and observed signs.

Files and recovery

Support may try to help with a recently deleted endpoint within the technical retention period, but recovery is not offered and cannot be guaranteed. Customer files are not backed up. Always use the original or your own backup to send a file again.

Privacy requests

Send requests for access, rectification, erasure or objection to the privacy address. Identity is verified before account information is disclosed or deleted. Requests are handled within the deadlines required by applicable law.

Abuse

On receiving a credible report, an endpoint may be suspended while the matter is investigated. Material is disclosed to others only on the user's instructions or where required by a valid legal demand.