Support
Technical Help When You Need It
When you encounter issues on your CX assurance journey, Cyara’s Support Services team is here to help. As a Cyara customer, our robust Standard Support package is automatically included with your subscription, providing installation assistance, basic usability support, update notifications, troubleshooting, and technical support when you need it. We’re committed to your successes, offering simple and flexible ways for you to reach us, and fast-action incident management.
Beyond Standard Support, we offer a next-level Premium Support package that delivers enterprise-class continuous access, and swift turnaround times on issues you encounter, giving you 24 X 7 coverage of your CX assurance investment.
Cyara Support Packages
| Cyara Support Packages | Standard |  Premium |
|---|---|---|
| 8×5 Business Hours Email & Web Support | × | × |
| 24×7 Access to Online Support via Self-Service Website | × | × |
| 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 | × | |
| 8×5 Phone Support | × | |
| Automated, Monthly Support History Reports | × |
PREMIUM SUPPORT
We’ve designed a Premium Support package to provide you with expanded and expedited Platform assistance. Premium Support includes response times for Severity 1-level issues 4X faster than standard SLAs, 24 x 7 email and web access to our team for issue-resolution at all hours, and phone support for matters that occur during business hours, and additional benefits like automated monthly support statistics reporting and eligibility for critical software patches and upgrades.
Now you have even more time to directly connect with our Customer Response team via your preferred channel — email, phone, and online — in addition to all the features that come with our robust Standard Support package.
STANDARD SUPPORT
As soon as you become a member of the Cyara user nation, you automatically have access to our robust, industry leading Standard Support, offering technical guidance from our Customer Response team via email and online during business hours, and 24 x 7 access to online self-service content in Cyara’s Knowledge Center. Watch in-depth demonstration and tutorial videos, read how-to and FAQ articles, and follow the Cyara Assistant – our interactive guide that walks you through the execution of activities, offering the flexibility to solve issues yourself.
Every Cyara Customer Has Access to Our Content-Rich Library of Resources, Including:
Developer Central
Log in to our rich library of support information with core features, including:
- Fully Cyara 3.0 API Stack Documentation
- 3rd Party Integration Setup Guides
- 3rd Party Support Systems, like Jira, ServiceNow, Splunk, and PagerDuty
- CI/CD Discussion Papers
Knowledge Center
Access self-service resources through Tutorial Videos, troubleshooting articles, User Guides, Release Notes, and articles on the latest customer-requested topics.
- 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.
