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 three-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 BASIC ADVANCED PREMIUM
Number of Support Desk Accounts One Two Ten
Business Hour Availability Yes Yes Yes
After-Hours Availability for High Priority Issues No Yes (24x5) Yes (24x7x365)
Online Support Desk Portal 24x7 Access 24x7 Access 24x7 Access
Service Pack Updates, Bug Fixes, New Application Builds/Versions, Backend Enhancements, Security Patches Included in the Plan Included in the Plan Included in the Plan
Annual Web-based Training No No Yes
Technical Support Manager (Single point of contact) No No Yes

* Business Hours: 8:00 am to 5:00 pm Local time zone

Maintenance and Product Releases

All Support packages include a maintenance plan that includes software upgrades, bug-fixes, patches, error corrections and enhancements that Cyware will provide to clients. The schedule of releases may change over time in response to customer input, market evolution and development constraints.

Cyware follows a standard procedure for installing server patches in the Client’s Production environment. Cyware will verify the operational continuity of applications and associated services according to the post-patching procedure provided to Clients hosting Cyware’s applications.

Product Releases may include

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 as-needed basis when patches are released for critical vulnerabilities.

Cyware’s Service Level Guarantee

In an effort to meet the specific needs and budgets of each customer, Cyware offers a variety of Technical Support Plans (TSP) with all support queries being handled by trained technical experts. We value the urgency and operational imperativeness of our clients and therefore, provide them a direct escalation path to our senior management team. Cyware’s technical support plan draws its roots from the company vision of providing a 24x7 responsive and functional security ecosystem for real-time threat intelligence sharing and 360-degree threat management.

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