Support team members are Microsoft and Cisco certified with specialties in product-specific areas (SSVVP & SSCA, Sonic Wall, etc.). All support staff participate in continuing education programs throughout the year.
Exceptional 24/7 technical support
Excellent customer support from your cloud IT provider is a business enabler. It allows you to focus on growing your business, which is the reason you're looking to move to the cloud in the first place. With Cybertex you're never alone. Our Cloud Concierge™ team is here for you 24 hours a day, 365 days a year.
Partnering with Cybertex helps Gordon Flesch achieve higher sales goals
Exceptional 24/7 technical support
If you ever need help, our Cloud Concierge™ team of certified experts is available 24/7 by phone and chat to provide quick assistance and answer questions. We strive to resolve your issue on the first call.
Strategic Client Services Managers: Your partners for success
For strategic customers, Cybertex's Strategic Client Services Manager program offers an added level of support. At its core is a Center of Excellence focused on Leadership, Best Practices, Support, Voice of the Customer, Training, and Research.
Your SCSM provides trusted advice and serves as your advocate within Cybertex to help achieve business goals and objectives.
- Strategic Client Services Management team members have a technical background.
- They can assist in driving technical inquiries to closure with our Technical Support team.
- Provide guidance throughout the customer lifecycle.
- Document and validate success measures.
- Services include customer orientation, best practices, industry insights, customer health, feedback, ecosystem definition, feature-targeted webinars, runbook management, HostPilot training, enhancement requests, and more.
Your SCSM's primary goal is to help you achieve the results you expect while realizing the value of your investment in Cybertex products and services.
For all customers: What happens when something happens?
Every cloud provider has hiccups. What sets a provider apart is how quickly they resolve the problem--and how well they keep you informed. Cybertex believes in full transparency and timely information. Here are our promises:
- Quick notification of any issue. We notify impacted customers within five minutes of identifying an issue.
- You choose your contact methods. We can notify you by email, SMS, text-to-speech phone calls, and/or control panel alerts.
- We keep you in the loop. After an initial notification, we deliver hourly updates via the same channels until the issue is resolved.
Support case process
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