Since the start of Cyara, it’s been our goal to deliver the best customer service experience. To achieve it, we’re continuously developing new ways to provide enhanced support services, and over the years, that’s resulted in customer-focused efforts, like:
- Development and continuous additions to our Knowledge Center
- The creation of an account status page
- Detailed processes
- Increased support coverage
- CSAT measurements
And in addition to these efforts, we’ve always automatically included robust support services with every subscription to our automated CX assurance Platform and individual products. Directly after onboarding, our customers receive access to world-class technical support providing installation assistance, basic usability support, update notifications, troubleshooting, and technical support when they need it.
Engagement with our support teams for our robust, standard services took shape in the form of 8×5 business hours email and web support, and 24×7 access to online support via our self-service Knowledge Center website, in addition to Cyara Academy, and Developer Central access for self-paced and flexible issue-resolution assistance.
As we’ve grown, so have our customers and their needs. That’s why, as of July 1st 2020, we’re excited to debut an additional level of Premium support to qualifying customers. For this new offering, we’ve added mission-critical service response times up to 4 times faster for Sev-1 issues, as well as 24×7 business hours email and web support, 8×5 phone support, automated monthly support history reports, and more.
Current Cyara customers can contact their Account Executives or Customer Success Manager to learn more about Premium Support Service eligibility and upgrade options, or learn more on our Support page.