Support Programs
Our Support Center is committed to a proactive approach to IT support, the CYBONET Support Center’s goal is to ensure end customer success and partner success through regular maintenance, system monitoring and call center, remote and onsite support.
CYBONET’s Support Center offers:
- Phone & Mail support Business Hours (GMT+2) Best Effort, Gold- Extended support program available.
- Remote Maintenance Fixes, Patches & Updates to customers units.
- Remote Monitoring Alerts & Warnings – Power / Surge, security solution Log Errors, Disk Space, CPU and Memory Utilization, Network Traffic Utilization.
Priority Level
Priorities are given according to the severity of the problem, and the effect it has on the operation of the customer’s business. CYBONET will do its best effort to minimize any down of mail flow time at the customer’s site.
| Priority Level | Appliance Status | Impact on Customer | Problem Description |
|---|---|---|---|
| Priority 1 - High | Down | Critical | No mail flow |
| Priority 2 - Medium | Up | Significant | Delay in mail flow |
| Priority 3 - Low | Up | Minor | Configuration related request |
Gold Service Response Time
According to the above level, CYBONET will respond and deal with the problem as soon as possible and in
accordance with the timetable below:
| Priority Level | Acknowledgment | Response | Responsibility |
|---|---|---|---|
| Priority 1 - High | < 1 hour | < 1 hour | Support Engineer |
| Priority 2 - Medium | < 1 hour | < 4 hour | Support Engineer |
| Priority 3 - Low | < 1 hour | < 8 hours | Support Engineer |
Service Continuity for Gold Service Customer
For high email service continuity and availability, Cybonet awards Gold Service customer with an email continuity within
its shared cloud infrastructure, customer email domains will be hosted on Cybonet Shared cloud and will act as
secondary mx (mail handler) to Gold Service customers for failover service.
We strongly recommend creating a backup to your virtual Mail-Secure solution (
https://kb.vmware.com/s/article/2006202 ) In case of “Priority 1 – High” event off business hours, customer will be
awarded automatically a predefined and configured email continuity service thus reducing the urgency to “Priority 3 –
Low” event.
CYBONET Support Center Service
The CYBONET Support Center features a team of expert Help Desk Analysts and Engineers who become personally familiar with our customers, their businesses and technology.