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This Support Policy outlines how CyberITEX provides technical support and assistance to our clients. Our goal is to ensure that you receive timely, effective support for all services we provide, helping you maintain security, uptime, and optimal performance.
As a managed security service provider (MSSP), we understand that responsive support is crucial for your business operations. This policy explains our support model, channels, response times, and what you can expect when you reach out to us for assistance.
This policy was last updated on March 14, 2025.
CyberITEX provides support for all services specified in your service agreement, including but not limited to:
Support is provided for systems, software, and services that are actively managed by CyberITEX or that fall within the scope of your service agreement.
Our standard support hours are:
Standard Business Hours: Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (MT), excluding US federal holidays.
Emergency Support: 24/7 emergency support is available for critical issues that severely impact business operations or pose significant security risks.
Extended support hours or dedicated support can be arranged through enhanced support packages.
We provide a tiered support structure to ensure that issues are handled efficiently by the appropriate resources:
We categorize support issues based on their impact and urgency:
| Priority | Description | Examples |
|---|---|---|
| Critical (P1) | Complete service outage or security breach affecting core business operations |
|
| High (P2) | Significant impact on business operations with no immediate workaround |
|
| Medium (P3) | Service issue with workaround available or non-critical functionality affected |
|
| Low (P4) | General inquiries, information requests, or minor issues with minimal business impact |
|
Our target response times based on issue priority are:
| Priority | Initial Response | Status Updates | Target Resolution |
|---|---|---|---|
| Critical (P1) | 1 hour (24/7) | Every 2 hours | 4-8 hours |
| High (P2) | 4 hours (business hours) | Every 4 hours | 8-24 hours |
| Medium (P3) | 8 hours (business hours) | Every 24 hours | 2-5 business days |
| Low (P4) | 1 business day | As needed | 5-10 business days |
Note: Target resolution times may vary depending on the complexity of the issue, third-party dependencies, and other factors. We will work diligently to resolve all issues as quickly as possible and will communicate proactively if resolution requires additional time.
We offer multiple channels for accessing support:
For the fastest service, we recommend using our client portal which allows for detailed issue descriptions, file attachments, and streamlined tracking of your support requests.
To help us resolve your issues as quickly as possible, please include the following information in your support requests:
Complete information helps us diagnose and resolve issues more efficiently.
If you feel that a support issue is not receiving appropriate attention or if the situation has changed, you can escalate the issue through the following process:
When escalating, please reference your ticket number and the reason for escalation.
To ensure optimal performance and security, we conduct regular maintenance on our systems and client environments. Our standard maintenance windows are:
We will provide at least 48 hours' notice for planned maintenance that may impact your services, except in cases of emergency security patches that require immediate implementation.
We are committed to empowering our clients with knowledge and resources:
These resources are available through our client portal and are regularly updated to reflect current best practices and technologies.
Our support services do not include:
If you require assistance with items outside our standard support scope, we can provide recommendations or arrange additional services at applicable rates.
For clients with specific support needs, we offer enhanced support packages:
Contact your account manager to discuss enhanced support options tailored to your business needs.
We value your feedback on our support services:
Your feedback helps us continually refine and enhance our support services to better meet your needs.
We may update our Support Policy from time to time to reflect changes in our practices or service offerings. We will notify clients of any significant changes and post the updated policy on our website.
The most current version of this policy will always be available at cyberitex.com/support-policy.
For questions about our Support Policy or to discuss your support needs:
Support Team: [email protected] | +1 (970) 460-8020
Emergency Support (24/7): +1 (970) 460-8021
Client Success Team: [email protected]
Main Office: CyberITEX, 30 N Gould St SHERIDAN, WY 82801