Technical Support Plans

Proactive and predictive support for organizations across all industries.

Cyware's made-to-measure support plans ensure the best outcomes for your organization by providing the right blend of interactive and emergency support services. Our two-tiered support model offers you flexibility and coverage with access to support services that are prompt, efficient, cost-effective, and readily available when you need them the most.

Here are the support models we offer

SERVICE STANDARD PREMIUM
Number of Support Desk Accounts Five Ten
Business Hour Availability 8am-6pm EST
8am-6pm IST
24/7
After-Hours Availability for High Priority Issues No Yes (24x7x365)
Online Support Desk Portal 24x7 Access 24x7 Access
Service Pack Updates, Bug Fixes, New Application Builds/Versions, Backend Enhancements, Application Security Patches Included in the Plan Included in the Plan
Annual Web-based Training No Yes
Online Knowledge base and Technical Support Documentation Yes Yes

Support Ticket Priorities and Definitions

Support Tickets received by the Cyware Support Team will be given a Priority Code based on the definitions provided below. The Priority Code will be the basis for assigning resources to the request.

Urgent

Critical Business Impact

A 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

Minimal Business Impact

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

Bug

Bug

A Bug is a flaw, failure, error or, fault in the Software that causes it to return unexpected or incorrect results and behaviors.
Technical Issue

Technical Issue

A Technical Issue is a Support ticket that requires technical assistance for resolution.
How To

How To

A How-to question is an inquiry-based ticket that is raised to gather additional information on the operationality of features, functionalities, buttons, Software screens, and so on.
New Feature Request

New Feature Request

New Feature Request is a Support ticket that is used to share ideas or requests for new product functionality and features, or changes to existing features.

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.

Product Releases may include the following

Major releases containing 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.

Cyware’s Service Level Guarantee

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 technical experts. We value the operational urgency of our clients. Therefore, we provide them with a direct escalation path to our senior management team. Cyware's Technical Support Plan is rooted in the company’s vision of providing a 24x7 of critical responsive and functional security ecosystem for real-time threat intelligence sharing and 360-degree threat management.

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