Technical Support Plan

Proactive and predictive support for organizations across all industries.

We know that one size doesn’t fit all.

At Cyware, we understand that technical support plans need to be flexible and match with the uniqueness of your organization. Cyware Labs understands the needs of its different clientele with diverse business models and therefore offers a robust and reliable Technical Support Plan (TSP) delivering a full range of services, support and technical expertise to match your unique business needs.

Our three-tiered support model offers you flexibility and coverage as per your operational requirements with access to support services that are prompt, efficient, cost-effective, and readily available when you need it the most.


Here’s what we offer you

SERVICEBASICPREMIUMEXTENDED PREMIUM
Standard business-hour Support ServiceUp to a max number of incidents and issues per yearUnlimited During Business HoursUnlimited Anytime
Higher Priority and Rapid Response times for Critical issues and delivery of product hotfixesDuring Business Hours onlyAfter Business Hours, up to a max number of incidents and issues per yearUnlimited Anytime
Business Hour SupportUpto 9 hours a dayUpto 9 hours a dayUpto 12 hours a day
Online Help Desk Support Portal24x7 Access24x7 Access24x7 Access
Service pack updates, Bug Fixes, New Application Builds/Versions, Backend enhancements, Security Patches.Included in the PlanIncluded in the PlanIncluded in the Plan
Resolve usability and administrative issues associated with user account accessDuring Business HoursDuring Business HoursDuring Business Hours
Resolve issues that arise with alert and notification deliveryDuring Business HoursDuring Business HoursDuring Business Hours
Resolve problems associated with system troubleshootingDuring Business HoursDuring Business HoursDuring Business Hours

Cyware’s Service Level Guarantee

As part of our commitment and quality assurance to our customers, in order to meet our support service responsiveness criteria, Cyware uses a Matrix organizational structure for Technical Support Plans (TSP) wherein all support queries, though handled by appropriate technical experts, are handled under the oversight of senior management. We value the urgency of our clients and therefore provide them direct escalation paths to the Technical Support management team as well as other appropriate executive personnels. Cyware’s technical support draws its roots from the company vision of providing a 24x7 responsive and functional security ecosystem for security threat management and incident response.

Value-additions

To ensure customer satisfaction and a smooth running of technologies, we provide excellent support service responsiveness in order to solve your issues in a productive manner. Our proactive approach towards monitoring and maintaining coherent functioning of the products will allow you to carry out day-to-day business operations without any disruptions.

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