Overview
Cerbrec provides dedicated customer support to ensure secure, timely, and consistent handling of user inquiries, incidents, and requests. Our support operations are designed to maintain confidentiality, integrity, and availability in line with SOC 2 standards.
Contacting Support
Customers can reach the Cerbrec Support Team through the following methods:
- Email: support@cerbrec.com
- Hours of Operation: Monday–Friday, 8:00 AM – 6:00 PM MST
- Response Time: Within one business day
For urgent or system-impacting issues, customers should include "Urgent" in the email subject line for prioritized handling.
Support Scope
Cerbrec Support assists with:
- Account access and authentication issues
- Platform performance or data integration errors
- Subscription or billing inquiries
- Feature usage and configuration guidance
Incident Reporting
If a customer experiences a potential service disruption, data issue, or security concern:
- Report the incident immediately via support@cerbrec.com.
- The support team will log and escalate the issue following Cerbrec's incident response procedures.
- Customers will be notified of resolution status and corrective actions.
Data Security & Privacy
All support requests are handled under Cerbrec's Information Security Policy.
- Only authorized personnel access support tickets.
- Sensitive data shared for troubleshooting is stored securely and deleted after resolution.
- Customer data is never used outside the scope of resolving support issues.
Feedback & Continuous Improvement
Customers are encouraged to provide feedback to help improve our services. Feedback can be submitted to feedback@cerbrec.com and is reviewed during quarterly security and service audits.
