Help & support

How to contact CybSafe support

Updated over a week ago

Opening hours

CybSafe Support offers the following service levels during normal business hours: 8.00 am to 6.00 pm local UK time, each business day (excluding UK public holidays).


Contacting support

There are many ways to contact CybSafe support, however, we recommend that you raise a support ticket to support@cybsafe.com using our predetermined template below. This ensures that we get all the required details to investigate the issue.

When raising an issue, it is critical to supply accurate and detailed information to ensure the issue is resolved as quickly as possible.ย 

The following information should be provided when relevant to the issue:

Information

Details

Issue description

Include the location, ideally a URL, where you encountered the issue.

Steps to replicate

Describe what you expected to happen

Additional information

Please provide screenshots where applicable.

Screenshots of any error messages and request ID's shown really help us to triage and investigate.

Troubleshooting CybSafe

Please consult our troubleshooting guide when reporting an issue to customer support. You will find fixes to common issues, and guidance on how to provide us with information to more quickly resolve your query.


Using the support widget

For smaller issues, or questions about the platform, you can also use our support widget.

Administrators will find the widget in the bottom right corner of the CybSafe app. Clicking it will bring up the widget, with the following options;

๐Ÿ’ฌ Message: Send us a support message.
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๐ŸŽŸ๏ธ Tickets: Allows you to view any tickets that have been created from your support messages.
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โ“Help: Gives you the ability to search our help centre from within the CybSafe Platform.

โœ… Tasks: Is where you can find all of our handy onboarding Checklists.

Depending on if you bought CybSafe via one of our partners, you may not have access to the full support widget.
For full details of your support agreement, please contact your partner.

More info on Tickets

Not all support queries are raised as a ticket, most support queries do not require a ticket to be raised. We will only raise a ticket should we need to escalate your query internally.

You are however able to view the latest updates and status of your tickets within the Tickets tab of our support widget. You can also continue the conversation from the ticket with us if you need to.


Still have questions?

If you still have questions, you can contact the CybSafe team via support@cybsafe.com. Weโ€™re on hand to help resolve any further issues!

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