Member Support

We take great pride in being responsive to member support requests. Please review the FAQ section below for easy answers to our most frequently asked questions, or fill in the support page for a quick reply from one of our support specialists.

  • Frequently Asked Questions
  • Support Request Form

  1. At ThreatMinder an Action is how our customers interact with our system. Our customers have the freedom to monitor and protect anything that they deem necessary and we characterize these inquiries and requests as Actions. For example, a customer may wish to monitor a company’s Brand, Product, Location, Employees, Events and/or the Executives. Whether it be 24/7 continuous monitoring with TMRadar, one-time daily monitoring with TMSweep, or performing an investigation each of these indiviSIGNdual requests denotes an action.

    Feel free to contact us at, support@threatminder for more information.
     
  2. The Sentiment Score is the score that ThreatMinder gives the data that comes into our system once it has been filtered and verified. The sentiment of the data is the ranking of positive or negative content in the data based off our experience of data collection and filtering which informs AI and machine learning systems. ThreatMinder sentiment scoring algorithms score each piece of information that we collect, resulting in a cumulative positive or negative overall Sentiment Score.

    Feel free to contact us at, support@threatminder for more information on Sentiment Score.
     
  3. The RISK Score is the score that ThreatMinder gives the data that comes into our system once it has been filtered and verified. The threat risk of the data is the searching and sorting of the content using built-in keywords, Business Rules and search parameters. Based on our experience of data collection and filtering added to AI and machine learning systems we have create a Risk scoring algorithm that will score each piece of information that we collect giving it a positive or negative Risk Score.

    Feel free to contact us at, support@threatminder for more information on Risk Score.
     
  4. A Threat Match is a post or piece of data that ThreatMinder has collected on your Action that has a Risk Score higher than 30. These are online mentions that may be negative but do not pose an imminent threat to the Action.

    The ThreatMinder platform provides each Post a Risk Score which contributes to the overall Risk assessment put into the Threat Match section of the Dashboard.
     
  5. A Confirmed Threat is a post or piece on data that ThreatMinder has collected on your Action that has a Risk Score higher than 50. To achieve a Risk Score over 50, online mentions are of an urgent nature and require immediate escalation for investigation by ThreatMinder human analysts. Once a Confirmed Threat has been verified it will be emailed out to the appropriate personnel.

    ThreatMinder has 2 types of Confirmed Threats:
    1. Automated Confirmed Threat - this definition ensures the most urgent POSSIBLE Confirmed threat is available immediately in the Web Dashboard. Our Analytics and AI systems have designated this specific Post as > 50% Risk. This specific Post has NOT YET been reviewed by an Analyst for confirmation.
    2. Verified Confirmed Threat - this Post HAS BEEN REVIEWED by a ThreatMinder Analyst to designate the post as a Verified Confirmed Threat. We strive to limit False Positives and erroneous results. A Verified Confirmed Threat is a Threat needing immediate attention - since it has been Confirmed by BOTH our AI system AND our Analyst.
  6. One of the more powerful functions of the ThreatMinder platform is the ability to score Risk and Sentiment out of billions of data points. In order to do that we take a statistically relevant sample to create a baseline.

    Total Posts are the data we deem to be filtered and relevant to the specific Action monitored.
     
  7. Scanned Posts are ALL information pieces across the 40+ platforms we monitor with specific mentions of the Targeted Action. A significant subset of this information will be FALSE POSITIVES and not relevant to the actual Target. From this Scanned Post data, we filter to remove anything not related to the actual monitoring Target.

    For example, if we are monitoring ‘Steve Smith’ - while initially compiling data, we will pull in data from numerous ‘Steve Smith’s’. Since the majority of Action hits will not be relevant to the target, we filter the data based on other monitoring criteria to identify relevant data to the specific target and compile into Total Posts.
     
  8. We strive for amazing customer experience. Simply contact your Dedicated Account Manager or email us at support@threatminder.com
     
  9. Absolutely, we work with a number of partners who represent ThreatMinder in the marketplace. Simply email us @ sales@threatminder.com and a Dedicated Account Manager will contact you right away.
     
  10. Typically, we simply offer rack rate pricing. However, depending on circumstances, we do provide discounts based on volume. We currently have major platform users with enterprise capped pricing at $20k/month - which provides unlimited ThreatMinder Actions.
     
    1. The very first Action is always free to new customers. Simply Sign Up, Add an Action, Verify your Email, and watch ThreatMinder go to work on your behalf.
    2. We have also designed larger Free Trials for enterprise customers seeking to evaluate the platform across multiple internal groups.

    Fundamentally, we believe in providing access and an experience with the platform so that any potential user can experience the simplicity and insight ThreatMinder represents. Once you see the power of Intelligence for All ™ we believe any trial user will become a ThreatMinder customer. br> 

  1. ThreatMinder considers Actions the cornerstone of our threat monitoring process. First, when adding new Actions, in the Dashboard Left Navigation area, simply tap ‘+ Add Action’. From there, you will be walked through a simple Wizard which will ensure the process is fast and easy. Second, if you need expert guidance you can always contact us at support@threatminder.com and we will put you in touch with your dedicated account manager.
     
  2. Near Real Time monitoring is ThreatMinder’s 24 hours a day, 7 days a week continuous monitoring service called TMRadar. This service is for Actions requiring non-stop evaluation and almost ‘Live’ data. Actions that would fit this classification are Events, Brands, Executives, Sensitive Locations and more. Anything under constant threat or requiring time-sensitive data feeds, should be included in this offering.
    TMRadar is considered Near Real Time because different platforms update their Data at different times during the day and at different incremental rates. ThreatMinder will load all the Data related to your Action as soon as it is available from each platform - for as close to a real-time data feed as possible.
     
  3. Not all Actions are mission critical so ThreatMinder offers different ways to monitor for threats. Our One Time Daily data collection service called TMSweep is for Actions that may not need continuous monitoring. Actions that fit into this classification would be onboarding, monitoring and offboarding employees, locations not known to the public, non-controversial products, and controlled events in secure environments.
    TMSweep is a service that collects all the data for an Action at a regularly scheduled time each day. This is a more cost-effective service which collects a “snapshot” of the same data that we would if using TMRadar. The only difference is that your Dashboard updates once per day instead of continually.
     
  4. Investigation Reports are an added feature to our online threat monitoring service. Our threat analyst team collects all the data on the investigation target, reviews it for threats based on client requirements, and creates a comprehensive report. The data and threats are organized into an easy to read format combined with analyst commentary and recommendations.
     
  5. ThreatMinder is an online threat early warning, analytical, filtering and alerting system. It is our mission to provide you with the most relevant and timely information possible. Once threats have been confirmed, verified and escalated, however – addressing the identified threat is the responsibility of the customer.

    For added insight on confirmed threats and support in establishing a response plan, ThreatMinder does offer access to On-Demand expert Intelligence Analysts. Simply tap within the Dashboard main menu or specific Action Report, schedule a time, and an expert FBI/CIA or other Top Notch Analyst will contact you directly for a discussion about how best to resolve, remove or engage identified threats.
     
  6. ThreatMinder has created all the Business Rules and baseline/default keywords needed for each individual Use Case. We have removed the need for you to manually provide ALL the information needed for a successful result. TMSmartRules ensure you only need to augment for any specific outliers or additional information pursuant to your Use Case. For example, for monitoring an executive or person: ThreatMinder has already created all the necessary rules, keywords, and algorithms needed to ensure a best in class result specific to monitoring a human being.

    We have already built out a use case for every Action category and have all the keywords installed. But we need your input to focus in on your specific Action. The 3-5 keywords that you add to the platform are crucial to the monitoring process. By working together, we can build an ironclad defense to protect your key assets.
     
  7. This is usually due to the setup of your Action. We recommend starting simple. Designate your Action and enter 3-5 keywords that best describe it. For guidance on keywords feel free to contact us at, support@threatminder.com any time. We will be happy to help.

    While ThreatMinder cannot guarantee finding your specific item across billions of monitored datapoints, we can virtually guarantee that we WILL find something IF IT EXISTS PUBLICLY across the 40+ platforms we monitor.
     
  8. Our account managers are here to help get your Actions up and running to full effectiveness. They have the threat monitoring experience to maximize the ThreatMinder platform and provide comprehensive protection for your Actions. Feel free to directly connect with your Dedicated Account Manager or contact us at support@threatminder.com
     
  9. Facebook is constantly growing and changing its API which requires dynamic development on our side to keep pace. We have an excellent track record at maintaining Facebook API compliance, however coverage cannot be guaranteed - sometimes we miss specific posts or need additional time for Facebook development.
    While we try to maintain Facebook access, it isn’t always 100% due to the size and complexit, but we always strive for results as close to 100% as possible.
     
  10. To analyze your Actions from a different time period, choose your time range from the FILTER BY DURATION menu in the Posts and Dashboard section.
     

  1. We price each action and each individual asset that it applies to separately. You are not restricted in any way on the number of actions that you can setup. The price per action is based on the service level that you sign up for regarding that particular action. For example, if you sign up for TMRadar and 24/7 continuous monitoring the price is $19.99 month for that Action. If you sign up for TMSweep and one-time daily monitoring then the price of the action is $9.99 per month. Each action has its own cost and the platform is flexible allowing you to sign up for as many Actions as you would like.

    In addition, for monitoring Brands and Events, we employ TMRadar as a default and designate cost by Size of Business (employee numbers) from Small/Medium/Large/Enterprise. The price for TMRadar monitoring a Brand or Event varies from $99/month to $999/month.
     
  2. Your payment information is located in Account Settings and can be easily edited. ThreatMinder is a simple and flexible platform to use with no minimums or long-term contracts. We pride ourselves in providing a customer-centric user experience which always includes control and flexibility.

    If you still have questions contact us at support@threatminder.com.
     
  3. Enter your Account Settings and select Account Information. Once there, you can edit your invoice data to meet your needs.
     
  4. You can do that in Account Settings where you will find the Change email address and Change password options.
     
  5. We accept the following payment methods:
    ●  PO - corporate accounts may have a PO process initiated.
    ●  Channel Partner - simply include a Reseller Code with your sign-up process and we can bill through your Sales Partner, as desired
    ●  Credit/Debit cards
     
  6. After logging into your account, go to your Account Settings tab. Here, you will be able to make payment or cancel your order.
     
  7. Once your account has been successfully setup and payment verified, the ThreatMinder team goes to work on your behalf. Payment is required as service is initiated and your threat coverage starts immediately.
     
  8. As soon as your account is successfully activated and payment verified the results of your monitoring actions will be made available to you. If you experience delays in receiving your order, contact us immediately and we will help to confirm the status.
     

  1. ThreatMinder is optimized for more recent browser versions and may not be supported by older browsers. We recommend that you use or update the following browsers to access the platform:

    1. Safari Version 10 onwards. Download the latest Mozilla Firefox at https://support.apple.com/downloads/safari
    2. Mozilla Firefox Version 10 onwards. Download the latest Mozilla Firefox at https://www.mozilla.org/en-US/firefox/new/
    3. Google Chrome Version 12 onwards. Download the latest Google Chrome at https://www.google.com/chrome/browser/desktop/
    In addition, please ensure that JavaScript and Cookies are enabled in your browser.


  2. In order to download reports, go to the left menu and scroll down to Reports and click. This brings you to your Report Menu. From there you can see the past Reports you have created and the create Report function tabs. After you have selected the Report to be downloaded click Download. Once the report has downloaded to your computer click on it to view. From there you can save, print and/or send.

    If you continue to have problems you can try checking your junk / spam folder or please contact us at, support@threatminder.com for help.
     
  3. Over 40 platforms - public, proprietary and third party are included in the ThreatMinder data access process. ThreatMinder was designed to be data agnostic, so we are constantly updating input sources as improvements are available. In addition to deep, dark and traditional web monitoring, ThreatMinder covers Facebook, Twitter, video & photo sharing sites (e.g., YouTube, Instagram, etc.), blogs, forums, news outlets, and on other sites. You can view mentions from a particular category by clicking on your desired source in your
    Dashboard:
     
  4. ThreatMinder monitors most languages around the world. We have full capability with romance languages and others. Certain local dialects may be trickier to monitor but working together with your account manager we can come up with a plan on how best to accommodate your needs.
     

  1. ThreatMinder considers Actions the cornerstone of our threat monitoring process. First, when adding new Actions, in the Dashboard Left Navigation area, simply tap ‘+ Add Action’. From there, you will be walked through a simple Wizard which will ensure the process is fast and easy. Second, if you need expert guidance you can always contact us at support@threatminder.com and we will put you in touch with your dedicated account manager.
     
  2. You can change account information in your Account Settings where you will find the Change email address and Change password options.
     
  3. ThreatMinder automatically sends out email notification after an analyst has confirmed that a Threat Match delivered by our system is a Verified Confirmed Threat. This email notification will be sent to the email that we have on account for the particular Action of the Confirmed Threat. Your email address can be edited in your Account Settings where you will find the Change email address and Change password options.
     
  4. Yes. First go to Account Settings. Click the Reports tab in your left menu and then click Add new recipient. Enter the email address (or addresses) of users designated to receive the reports for that particular project, and then click “Save”. Next designate if the report is to be sent daily or weekly. Remember that you can get automated reports for any project.
     
  5. At ThreatMinder you are in control. To add Actions, go to the left-hand navigation menu. Simply find ‘+Add Action’, Click, and you are ready to go. The Actions wizard will ask you a few simple questions and then the new Action will be setup and ThreatMinder will get started on your behalf.
     
  6. We believe in not holding our clients to long term commitments. If you wish to delete an Action that is not meeting your expectations - no problem. To delete Actions, simply contact your Dedicated Account Manager or email us at support@threatminder.com or billing@threatminder.com
     
  7. The instructions to activate your account will be sent to your email once you have submitted the ThreatMinder registration form. If you did not receive this email, your email service provider may be blocking it. You can try checking your junk / spam folder or contact us at support@threatminder.com
     
  8. At account setup please fill out the online Corporate Account form or enter a specific Reseller Code. Once all of your information has been verified, your Corporate Account will be ready to go.
     
  9. Once your account is successfully created you have control of who can and cannot use and view it. Just go to Account Settings and fill out the new user information in the online form.
    If you are still having problems please contacts us at, support@threatminder.com.
     
  10. While we hate to see you go, we understand that you may have reasons to cancel your ThreatMinder account. Before you go please contact us at support@threatminder.com so we can review your account and see how we can exceed your expectations.
     

  1. No problem. Try the links provided on the login page that ask if you have forgotten your username/password. We will email appropriate information to the email address attached to your account. If that does not work please contact us at, support@threatminder.com and after verifying your identity we will email the appropriate information to the email address attached to your account.
     
  2. No. Our system is design to work 24 hours a day, 7 days a week without you having to watch the dashboard. We will notify you of any threats to the Actions we monitor. It is our mission to bring you peace of mind...knowing we are watching and proactively monitoring for online threats so you don’t have to.
     
  3. We are here to help. If you are having trouble getting started, simply contact your Dedicated Account Manager or email us @ support@threatminder.com. Together we will exceed your expectations.