Proactive, Predictive, and Always-On Support
Cyware’s flexible support plans are designed to meet the needs of security teams across industries. With a two-tier model, we provide responsive, scalable support that balances hands-on guidance and fast issue resolution - so you're covered when it matters most.
Support Ticket Priorities and Definitions
All incoming support tickets are prioritized based on the nature and urgency of the issue. These priority levels determine how quickly resources are assigned and how we escalate the request.
Urgent: Critical Business Impact
An Urgent issue has a critical impact on the Software’s functionality and usability, and has a direct critical impact on business operations. This Priority level is to be used if the production environment is down.
High: Significant Business Impact
A High issue indicates a potentially significant business impact that has caused a partial failure or mild degradation of the Software’s critical features in the production environment.
Normal: Limited Business Impact
A Medium issue indicates a potentially limited business impact, and the cases where some of the features which are not critical to business operations are unavailable or partially functional.
Low: Our Technology
A Low issue indicates that Users can access almost all the resources, and there is minimal impact on standard business operations.
Ticket Types and Definitions
Support tickets submitted to the Cyware Support Team are classified by type and assigned a priority level based on the nature and urgency of the issue. These classifications guide our response timelines and resource allocation.
Technical Support Assistance
A Technical Support Assistance is a Support ticket that requires technical assistance for resolution.
New Use-Case / New Playbook Assistance
A New Use-Case / New Playbook Assistance is a Support ticket that requires technical assistance for creating new playbooks or implementing a new use-case.
New Feature Request
A New Feature Request is a ticket for a new feature in the product or to request enhancement in an existing feature of the product.
Maintenance and Product Releases
All Support packages include a maintenance plan that provides software upgrades, bug fixes, patches, error corrections, and enhancements that Cyware provides to clients.
The schedule of releases may change over time in response to Client input, market evolution, and development constraints.
Major Releases
Functional enhancements, modifications, or extensions, according to the product’s roadmap.
Planned Maintenance
Releases are limited to error corrections and bug fixes.
Critical Security Hotfixes or Workarounds
May be provided on an as-needed basis when patches are released for critical vulnerabilities.
Customer Testimonials
See what customers have to say about Cyware Support.
I am extremely satisfied with the support. The engineer kept me updated, identified the root cause, and resolved the issue with a tested solution.
Always quick to respond and help identify an issue.
Great response time and fix rate.
The team was awesome and professional — really easy to work with and kept me updated throughout.
The team responded quickly and accurately to my request for help.
Amazing support. They completely understood our use case and even took our feedback to the product team — solving a major headache for us.
Cyware’s Service Level Objectives
To meet the specific needs and budgets of each Client, Cyware offers a variety of Technical Support Plans (TSP), with all support queries being handled by trained and capable technical experts. We value the operational urgency of our Clients and provide them with a direct escalation path to our senior management team.
24×7 support for a critical and responsive security ecosystem
Direct escalation path to our senior management for swift resolution
