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Active security incident
For a suspected breach, ransomware event or active intrusion, call the incident number and submit a P1 request below.
Support
Support
Send a support request, review the support path for your agreement, or find an answer in the FAQ. For an active incident, use the incident channel below.
Active security incident
+52 1 55 6099 9343
S · How to reach us
How to reach us
Choose the channel that matches your request and the support terms in your agreement.
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Technical support
Platform issues, supported integrations, connection setup, alert review and false positives.
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Billing and contracts
Invoices, renewals, refunds, cancellation and purchase orders.
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Privacy and legal
Data rights requests, DPAs, security questionnaires and vulnerability reports.
SLA · Support coverage
Support coverage
Support coverage and response targets are defined in the applicable agreement. Submit a request with the appropriate severity and Hansec will route it to the applicable support team.
T · Send a support request
Send a support request
Submit this form to send your request to Hansec. A reference number appears here after the request is accepted for routing.
FAQ · Frequently asked questions
Frequently asked questions
The questions we are asked most. Select one to expand it.
How do I report an active security incident?
Use the active incident contact and submit a priority request through Hansec Support. Include what you observed, affected systems, when it started and any containment already taken. Follow your incident response plan and preserve relevant evidence.
What are Hansec support hours and response targets?
Support hours, severity coverage and response targets are defined in the applicable agreement. Submit the request with the appropriate severity and use the active incident contact when the matter is in progress.
How do I exercise my data privacy rights?
Submit a privacy request through Hansec Support. The Privacy Policy explains the available rights, required information, verification process and response periods that apply to the request.
How do refunds and cancellations work?
Renewal, cancellation, refunds, service credits and post-termination handling follow the signed Order or other applicable agreement. The public website does not create a separate refund window or cancellation deadline. Review the commercial terms disclosure, then contact Hansec Support with the relevant Order or invoice.
How do I submit a data processing agreement or security questionnaire?
Submit the document through Hansec Support. Hansec will confirm the documentation available and the review process that applies to the engagement.
Where is customer data processed, and are regional options available?
Data location and any available residency option depend on the agreed deployment and supported service scope. Review the Privacy Policy and confirm regional requirements with Hansec before onboarding.
Why can legitimate activity produce a false positive?
Detection balances sensitivity against noise, so legitimate but unusual activity can require review. Submit the alert identifier and relevant context through Hansec Support. Tuning is assessed against the available evidence and the applicable agreement.
How do I report a vulnerability in Nova or a Hansec service?
Use Hansec Support with the vulnerability report topic and review the responsible disclosure policy before testing. Test only assets that Hansec has explicitly authorized, never another customer environment.
Can Nova execute a workflow without approval for every run?
Supported advisory and lower-risk workflows may run without approval for every execution only when customer policy, granted permissions and the connected system allow it. Containment and other high-impact actions require approval. Hansec confirms the exact model for each deployment.
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Use the cookie preferences control on the Policies and Disclosures page. The control lets you review and update the optional cookie categories available on this site.