Resources and assistance for BCE Associates clients with active engagements.
Choose the support option that best fits your needs.
Information and guidelines for clients with active BCE Associates engagements.
Review the standard processes, communication protocols, and expectations for your engagement with BCE Associates.
Important information for clients undergoing penetration testing, red team exercises, or other security assessments.
Secure methods for sharing sensitive documents and materials with the BCE Associates team.
Have questions about a deliverable or need clarification on findings? Our team is here to help.
What to expect when you reach out for support.
Email support@bceassociates.com with details about your question or issue. Include your company name and engagement reference if known.
You'll receive an acknowledgment within 4 business hours confirming receipt and providing an expected response timeline.
Our team will address your request, which may involve research, consultation with your engagement lead, or scheduling a call.
We'll follow up to ensure your question was fully answered and you have everything you need to proceed.
Common questions from BCE Associates clients.
Deliverables are typically shared via secure document sharing platforms established during engagement kickoff. If you need access to previous deliverables or have trouble accessing shared documents, contact support@bceassociates.com with your request.
Contact support@bceassociates.com immediately with "URGENT" in the subject line. For penetration tests and red team engagements, we maintain emergency contact procedures established during scoping. We can pause testing activities within minutes of your request.
We retain engagement deliverables for a minimum of 12 months following engagement completion. Extended retention can be arranged upon request. We recommend clients maintain their own copies of all deliverables.
Yes. Contact support@bceassociates.com with the specific reports needed and the stakeholders who require access. We'll verify the request and provide additional copies as needed. Note that some deliverables may require NDA extension to additional parties.
Contact us immediately. If you believe you've discovered a critical vulnerability that was missed during assessment, we take this seriously and will investigate promptly at no additional charge. We're committed to the accuracy and completeness of our work.
We welcome feedback at any time. You can send feedback to support@bceassociates.com or directly to your engagement lead. At the conclusion of each engagement, we'll also request structured feedback to help us continuously improve our services.
Standard support is available Monday through Friday, 9 AM to 6 PM Eastern Time. For clients with active security testing engagements, we provide extended support coverage as defined in your engagement agreement. Urgent issues can be escalated outside normal hours.
Our commitment to timely client support.
Critical security findings, testing emergencies, or time-sensitive matters.
Response: Within 2 hours
Issues affecting engagement progress or requiring prompt attention.
Response: Within 4 hours
General questions, clarifications, and routine support needs.
Response: Within 24 hours
This support center is designed for organizations with active BCE Associates engagements. If you're interested in learning more about our services or starting a new engagement, we'd love to hear from you.
Our sales team can answer questions about our capabilities, discuss your specific needs, and help determine if BCE Associates is the right fit for your organization.
Contact Sales sales@bceassociates.comOur support team is ready to help with any questions about your engagement.
Email support@bceassociates.com