Datasheet
Cyara Customer Success
Best Practice Guidance and Technical Help Whenever You Require Assistance
When you encounter issues along the way to achieving your CX goals, Cyara’s Customer Success and Support Services teams are here to help. Our support services are committed to meeting your needs with simple and flexible contact methods and fast-action incident management.
From the beginning of your partnership with Cyara, our success and support teams will be by your side, making sure that activation, adoption, and optimization of your CX investment is smooth, so you can meet your key success metrics. Our teams will work closely with you to gain an in-depth understanding of your business goals, challenges, short and long-term goals, and technical environment. Together, we’ll ensure you receive the support you need during every step of your CX assurance journey with clear and customized solutions.
Meet Our Teams
The journey to develop and deploy flawless CX isn’t easy, but you aren’t alone. We created four dedicated teams, built with the goal of offering first-class, full coverage support. Our teams provide expert support whenever you may need it.
Customer Success
- Customer satisfaction across all Cyara products and services
- Product value adoption
- CX assurance strategic planning
Technical Account Management
- Ad hoc technical engagement
- System functionality
- Execution best practices
- CX assurance strategic planning
Customer Support
- 24/7 support
- Incident-based engagement
- Product issues, performance, availability
Professional Services
- Expert consulting and project management
- Project-based engagement
- Managed-services engagement
- Testing-as-a-service
Cyara Support Packages
Premium Support
The Premium Support package offers expanded and expedited Platform assistance. This package includes response times for Severity 1-level issues four-times faster than standards SLAs, 24/7 email and web access to our team for issue-resolution, phone support for all matters during business hours, and additional benefits such as automated monthly support statistics reporting and eligibility for critical software patches and upgrades.
Standard Support
As a Cyara customer, you receive immediate access to our comprehensive, industry-leading Standard Support. This package includes technical guidance from our Customer Response team via email and online during business hours and 24/7 access to online self-service content in Cyara’s Knowledge Center.
| Cyara Support Packages | Standard |  Premium |
|---|---|---|
| 8×5 Business Hours Email & Web Support |  |
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| 24×7 Access to Online Support via Self-Service Website | |
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| Critical Software Updates & Release Notifications | |
|
| Standard Response Times (SLAs) | |
|
| Cyara Emergency Hotline (24×7) | |
|
| Mission-Critical SLAs with Higher Priority Response Times | |
|
| 24×7 Business Hours Email & Web Support | |
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| 8×5 Phone Support | |
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| Automated, Monthly Support History Reports | |
Discover Additional Resources
Every Cyara customer also has access to our content-rich library of resources, including:
Developer Central
Log in to our library of support information with core features, such as:
- Fully Cyara 3.0 Stack Documentation
- 3rd Party Integration Setup Guides
- 3rd Party Integration Support Systems including Jira, ServiceNow, Splunk, and PagerDuty
- CI/CD Discussion Papers
Knowledge Center
Access self-service resources such as:
- FAQs
- User Guides: Platform, Virtual Agent
- Release Notes
- Manuals: Integration, Reference
- Solutions: Articles, Hints, Suggestions
- Tutorial Videos
Access Support
Contact your Account Executive or Customer Success Manager with questions about Cyara products or services.
