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Support

Our promise to our customers is to be the most trustworthy digital safety provider in the world. Your success starts with our world-class support.

Need technical support now?

For regular or medium priority tickets please submit a ticket below. 

Submit a support ticket
For urgent issues only

If your issue requires IMMEDIATE attention, please call our Service Desk on
+44 (0)800 5999 041.

Support service over the festive period

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As we approach the festive season, our support staff will be taking some well-deserved time off.
This means our service levels will vary, with reduced staffing and on-call support in place on specific dates.
Please see the table below for a breakdown of service availability.

Date Service Status
Monday 22nd December 2025 – Wednesday 24th December 2025 Business as Usual
Thursday 25th December 2025 – Friday 26th December 2025 Closed (oncall service)*
Monday 29th December 2025 – Wednesday 31st December 2025 Skeleton Staff
Thursday 1st January 2026 Closed (oncall service)*
Friday 2nd January 2026 Skeleton Staff
Monday 5th January 2026 Business as Usual
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*Oncall can be accessed by calling 0800 5999 041 and is reserved for Urgent P1 tickets only.

Where would you like to go?

We’re here to guide you every step of the way. Whether you need to find out how to tweak something here or add something there, we have the resources you need - you can browse our Help Centre, provide feedback, or get in touch.

Help Centre

We all need help sometimes. Our dedicated Help Centre provides documentation with detailed instructions to successfully use Smoothwall products and services.

Visit Help Centre
Blocklist feedback

Our customers play a vital role in shaping the quality of our blocklist. If you spot a domain that you feel belongs in a different category, or one that should be added, please let us know. Simply submit a support ticket with your suggestions and we’ll pass them straight to our blocklist team for review.

Service agreement

Read our Service Level Agreement and other commitments that define the levels of service provided by Smoothwall and the obligations required of Smoothwall and the Customer / Partner. 

Read now