Service and Support
Cybonet's Global Support Center is the pride of our company.
We are committed to excellence and to providing the best possible support to our partners and their customers.
.svg){kind=small}
Cybonet's Global Support Center is the pride of our company.
We are committed to excellence and to providing the best possible support to our partners and their customers.
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.
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.
Phone & Mail support
Business Hours (GMT+2) Best Effort, Gold- Extended support program available.
Remote Monitoring
Alerts & Warnings – Power / Surge, security solution Log Errors, Disk Space, CPU and Memory Utilization, Network Traffic Utilization.
Remote Maintenance
Fixes, Patches & Updates to customers units.
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.
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
Priority Level
Priority 1 - High
Appliance Status
Down
Impact on customer
Critical
problem description
No mail flow
Priority Level
Priority 2 - Medium
Appliance Status
Up
Impact on customer
Significant
problem description
Delay in mail flow
Priority Level
Priority 3 - Low
Appliance Status
Up
Impact on customer
Minor
problem description
Configuration related request
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 hour
Support Engineer
Priority Level
Priority 1 - High
Acknowledgment
< 1 hour
Response
Critical
Responsibility
Support Engineer
Priority Level
Priority 2 - Medium
Acknowledgment
< 1 hour
Response
< 4 hour
Responsibility
Support Engineer
Priority Level
Priority 3 - Low
Acknowledgment
< 1 hour
Response
< 8 hour
Responsibility
Support Engineer
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 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.
We’d love to help you bring happiness to the heart of your company.
Cybonet is committed to protecting organizations of all sizes.
Whether securing the IP reputations of some of the largest Service Provider networks in the world.
