Big News: We’re Moving to a Unified Thales Support Portal

By Sarah Lamont posted 18 days ago

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A Simpler, Stronger Support Experience is on the Way

Hi Everyone,

In the coming weeks we will be sharing some exciting news that’s been in the works for a while. Starting April 26, 2025, Imperva customer support will officially move to the Thales Unified Support Portal.

This is a major milestone following Imperva’s integration into the Thales Cybersecurity Products (CSP) family. While our commitment to supporting you hasn’t changed, how you engage with us will soon be more efficient, more unified, and more connected than ever before.

Why We’re Making This Change

We know how important it is to have fast, reliable, and accessible support. By consolidating into the Thales Support ecosystem, we’re bringing together the best of both organizations:

One login, one portal, and one experience across Imperva and Thales
Integrated case management with faster routing and smarter workflows
Unified access to community forums, product updates, and the knowledge base
A consistent and more scalable support platform for your entire organization

In short? Less friction, more results.

What’s Changing – and What’s Not

We’re moving from support.imperva.com to https://supportportal.thalesgroup.com.

What stays familiar:

You’ll still be able to open, track, and manage cases
Our Support team is still the same, just with improved tools
The overall flow of submitting and interacting with support remains similar

What’s new:

A modern UI that makes navigation easier
Improved case visibility, SLA tracking, and escalation flows
Access to the combined Imperva-Thales knowledge base
New ways to collaborate

What You Need to Do

On the day of the migration (April 26), you will receive an email confirming that your account has been created.

You can log in to the new Thales Unified Support Portal using your existing Imperva Support Portal credentials—there is no need to reset your password. Once logged in, you’ll have access to your migrated account, case history (from the past two years), and the full functionality of the new portal. Your organization and profile information will be automatically carried over—no manual re-entry is needed.

If you experience any issues accessing the portal, you can click “Request Access” on the login page or reach out to our support team for assistance.

More Support, More Resources

We’re making this as smooth as possible. In the coming weeks, look out for:

A Migration Resource Center with training guides, walkthroughs, and FAQs
Live webinars where you can get your questions answered
In-portal feedback tools so you can tell us how we’re doing

Final Thoughts

This isn’t just a system change—it’s an evolution in how we support you. Whether you’ve been with Imperva for years or you’re new to the family, we’re here to make your experience faster, simpler, and more impactful.

Thanks for being part of the journey. We’re excited to share what’s next with you.

Have questions?

Check out the videos below and our Frequently Asked Questions page. Our updated "Getting Started Guide" will be available <<here>> on the day of migration.

1. Navigating Thales Customer Support Portal