Choose the right DSE channel: Updates, helpdesk, or main site

DSE maintains different public and customer-facing channels because a general advisory, a support request, and a new project conversation require different context and handling. Choosing the correct channel helps keep public guidance useful and customer information in the appropriate workflow.

DSE Updates: public education and advisories

Use update.dsesecurity.com for public articles about security, managed technology, lifecycle planning, vendor or government guidance, and broadly applicable actions. Updates should explain the source, affected audience, review date, recommended next step, and important limits.

DSE recommendation: use an Updates article to understand an issue and prepare questions. Do not assume that a public alert proves a particular customer device, account, site, or service is affected. Customer applicability requires current inventory and configuration evidence.

Support library and helpdesk: documentation and active requests

Use help.dsesecurity.com for DSE’s self-service support documentation. The public library covers ticket workflows and customer-safe preparation and troubleshooting guidance. When a customer-specific issue needs triage, use the production ticket path identified by the help center, including the signed-in portal at helpdesk.dsesecurity.com.

A support request should identify the company and site, affected user or device, observed behavior, start time, scope of impact, and safe evidence. Reply on the same DSE ticket when continuing an existing issue so the history remains together. Confirm the exact HTTPS domain and signed-in account before entering customer information.

Do not place passwords, MFA codes, recovery keys, private keys, full payment-card data, or unrelated customer records in a ticket. Redact screenshots and attachments to the information needed for the request.

Main site: services, assessments, and new work

Use dsesecurity.com to review DSE’s published commercial security, financial security, managed IT, networking, Microsoft cloud, voice, and cybersecurity capabilities. Its contact page routes new assessments, project conversations, security service, and managed IT support to the appropriate path.

DSE recommendation: use the main-site contact path when planning new work, requesting an assessment, or discussing a service that is not already an active ticket. Use the helpdesk for an existing customer issue that needs tracking and response.

Urgent and safety-related situations

Web content and ordinary tickets are not substitutes for emergency services. For immediate danger, fire, crime in progress, or a life-safety emergency, contact the appropriate emergency authority first. Then follow the organization’s approved escalation procedure. Avoid making uncontrolled changes to locks, access control, alarms, power, networks, or security systems during an urgent event.

Quick routing rule

Learn about a public issue: DSE Updates.

Follow a documented support workflow: DSE support library.

Report or continue a customer-specific problem: DSE helpdesk.

Explore services or start a project: main DSE Security site.