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.

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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.

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.

Support Center offers

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.

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.

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

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

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 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

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 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.

Knowledge Base

See Cybonet in action

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.

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