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Cybereason Support Services

Dedicated support for Defenders

Cybereason Support Services are designed to maximize your investment with Cybereason, providing dedicated guidance and support to help streamline day-to-day operations more effectively and efficiently.

Support Services

Cybereason offers four tiers of support services designed to scale and meet the needs of Defenders. Basic, Standard, Premium, and Elite support packages are available to help ensure success for security teams of all sizes.

Basic Support
Included for all customers at no charge, support is available during local business hours with access to documentation, articles, and online portal access for support cases.
Standard Support
Includes the benefits of Basic Support plus an additional technical support team available 24x7 with designated contacts, telephone support for urgent cases, and geographic coverage.
Premium Support
Building upon Standard Support, an expert team is available via portal and phone for technical support, customized guidance, and regular enablement and best practice sessions.
Elite Support
This highest level of support includes everything in Premium Support plus customers will benefit from prioritized support response times and additional layers of contextual analysis.

Cybereason Support Tiers

Hours of Coverage

9-5 Local Timezone
24 x 7 x 365
24 x 7 x 365
24 x 7 x 365

Knowledgebase Documentation & Articles

Portal Access to Log Support Cases

Severity 1 (Urgent) only

Telephone Support

Severity 1 (Urgent) only

Geographic Coverage

Billing Country

Designated Contacts

Up to 5
Up to 20

“How To” Questions

Webinars / Best Practice Sessions

Senior Engineer Fast Track

Significant Impact Issues

Root Cause Analysis

On-Demand Severity 1 Only

Expedited Response Times

Upgrade Support

Rich Context Analysis

Learn more about Cybereason Support Services

Contact us today