Support Policy
Introduction
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.
Support Coverage
CyberITEX provides support for all services specified in your service agreement, including but not limited to:
- Cybersecurity services and security monitoring
- IT infrastructure support and management
- Website hosting and maintenance
- Email services and security
- Software development and applications
- Network infrastructure and VPN solutions
- Domain management and DNS configuration
- Password management systems
- Technical troubleshooting and issue resolution
Support is provided for systems, software, and services that are actively managed by CyberITEX or that fall within the scope of your service agreement.
Support Hours
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.
Support Tiers
We provide a tiered support structure to ensure that issues are handled efficiently by the appropriate resources:
Tier 1: First-Line Support
- Initial point of contact for all support requests
- Issue identification and basic troubleshooting
- Resolution of common issues and standard requests
- Escalation to appropriate tier for complex issues
Tier 2: Technical Support
- In-depth technical troubleshooting
- Complex issue resolution
- System and network adjustments
- Security incident initial response
Tier 3: Expert Support
- Advanced problem solving for critical issues
- System architecture and design solutions
- Security incident management
- Vendor coordination for third-party issues
Issue Priority Levels
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 |
|
Response Time Commitments
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.
Support Channels
We offer multiple channels for accessing support:
- Client Portal: Submit and track support tickets through our secure online portal
- Email Support: Send support requests to [email protected]
- Phone Support: Call our support line at +1 (970) 460-8020 during business hours
- Emergency Hotline: 24/7 emergency support at +1 (970) 460-8021 for critical issues
- Live Chat: Available on our website during business hours for quick assistance
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.
What to Include in Support Requests
To help us resolve your issues as quickly as possible, please include the following information in your support requests:
- Detailed description of the issue
- When the issue started or was first noticed
- Steps to reproduce the issue (if applicable)
- Impact on your business operations
- Any error messages or screenshots
- Any actions already taken to attempt resolution
- Urgency level (critical, high, medium, low)
Complete information helps us diagnose and resolve issues more efficiently.
Escalation Process
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:
- Contact your assigned support representative and request escalation
- Contact the Support Team Lead at [email protected]
- Contact the Client Success Manager at [email protected]
- For urgent matters requiring immediate attention, call our escalation hotline at +1 (970) 460-8022
When escalating, please reference your ticket number and the reason for escalation.
Maintenance Windows
To ensure optimal performance and security, we conduct regular maintenance on our systems and client environments. Our standard maintenance windows are:
- Regular Maintenance: Sundays from 12:00 AM to 4:00 AM MT
- Security Updates: As needed, with advance notice provided for any potential service impact
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.
Client Education and Resources
We are committed to empowering our clients with knowledge and resources:
- Knowledge Base: Access to our online repository of articles, guides, and solutions
- Training Sessions: Regular webinars and training opportunities for clients
- Documentation: Comprehensive documentation for all services and systems
- Security Advisories: Timely notifications about security threats and best practices
- FAQ Section: Answers to common questions organized by topic
These resources are available through our client portal and are regularly updated to reflect current best practices and technologies.
Scope Limitations
Our support services do not include:
- Support for systems, software, or services not covered by your service agreement
- Training on third-party applications beyond basic usage guidance
- Custom development work (this can be arranged as a separate project)
- Physical hardware repair for equipment not provided by CyberITEX
- Support for operating systems or applications that are end-of-life or no longer supported by their manufacturers
- Data recovery from systems without proper backups in place
- Issues caused by unauthorized modifications to systems managed by CyberITEX
If you require assistance with items outside our standard support scope, we can provide recommendations or arrange additional services at applicable rates.
Enhanced Support Options
For clients with specific support needs, we offer enhanced support packages:
- Premium Support: Extended hours, faster response times, and dedicated support resources
- 24/7 Support: Round-the-clock support for all priority levels
- Dedicated Technical Account Manager: Personalized support coordination and proactive system monitoring
- On-Site Support: Available for specific geographic locations (additional fees apply)
Contact your account manager to discuss enhanced support options tailored to your business needs.
Feedback and Continuous Improvement
We value your feedback on our support services:
- After each support ticket is closed, you will receive a brief satisfaction survey
- Quarterly service reviews include discussion of support performance and improvement opportunities
- We welcome suggestions for improving our support processes at any time
Your feedback helps us continually refine and enhance our support services to better meet your needs.
Changes to This Policy
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.
Contact Information
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