This document provides information on the various support contact channels OffSec provides, their contact information, availability and purpose. OffSec built this guide to help you find the right support channel for your needs. Contacting the right department ensures your request reaches the people who are best equipped to help with your inquiry in the shortest time possible.
When contacting any OffSec support channel, please reference your OSID, and organization admin name for the most efficient support experience.
How to contact support?
You can use the email address corresponding to the department you want to contact from the table below or simply submit a request via this link.
- We have a Help Center which can be accessed here.
- The Contact Support information can be found here.
Support Channels
OffSec maintains multiple support channels, to make navigation of these channels easier they are broken down into Administrative Support Channels, Technical Support Channels and Artificial Intelligence and Chat Support Channels below.
Administrative Support Channels
| Channel | Contact | Channel equipped to support | Availability |
| Orders | orders@offsec.com | Best for learners who have queries related to payments, registration for future courses, changing course start dates, exam scheduling or record updates, general product inquiries | 24/7 channel |
| Concierge (Enterprise Customer Success Team) | concierge@offsec.com | Best for enterprise organization admins who need to contact the ECS Team. Admins with an annual spend above $20,000 will also have a dedicated Point of contact in the ECS Team. | Mon-Fri (4am-6pm EST) |
| Challenges | challenges@offsec.com | Best for any queries related to current, past or future exams (outside of scheduling). | 24/7 channel |
| Privacy | privacy@offsec.com | Best for record deletion requests. | Mon-Fri (8am - 6pm EST) |
| Enterprise Customer Success Manager | Dedicated POC email address | Enterprise Admins will have access to a named POC on the ECS Team who can support with all OffSec training queries, OffSec content queries, Feedback for OffSec or your OffSec Training Program. | Mon - Fri (8am-6pm GMT) (8am-6pm EST) |
Technical Support Channels
| Channel | Contact | Channel equipped to support | Availability |
| Help | help@offsec.com | Best for learners who have technical issues with the lab/exam machines or VPN connection or Forum Credential requests. | 24/7 channel |
| Proctoring | proctoring@offsec.com | Best for learners taking exams who need to contact the proctoring team of your exam, including questions about your identification or testing the proctoring software. | 24/7 channel |
| Challenges | challenges@offsec.com | Best for any queries related to current, past or future exams (outside of scheduling). | 24/7 channel |
| Bugs | https://www.offsec.com/bug-bounty-program/ | Find something that shouldn’t be here? Let us know and you may be eligible for a bounty. See our approved scope and policy page. | 24/7 |
Artificial Intelligence and Chat Support Channels
| Channel | Contact | Channel equipped to support | Availability |
| Discord | https://discord.com/invite/offsec | Join the OffSec community and get technical course related support from Student Mentors. | 24/7 |
| Live Chat | https://chat.offsec.com/ | Best for live technical assistance with the proctoring application during your exam. | 24/7 channel |
| OSCAR | https://portal.offsec.com/help | The OffSec Support Chatbot Assistance Resource, a.k.a. OSCAR, is an AI-powered chatbot here to provide you with quick and efficient support for your general inquiries related to OffSec services and offerings. | 24/7 |
Still unsure of what department to contact? Don't worry, submit a request to any department and one of our team members will help you by redirecting your request to the appropriate department.