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
9-5 Local Timezone
24 x 7 x 365
24 x 7 x 365
24 x 7 x 365
Severity 1 (Urgent) only
Severity 1 (Urgent) only
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Billing Country
Global
Global
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Up to 5
Up to 20
Unlimited
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Significant Impact Issues
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On-Demand Severity 1 Only
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Cybereason Basic Support
Hours of Coverage
9-5 Local Timezone
Knowledgebase Documentation & Articles
Portal Access to Log Support Cases
Severity 1 (Urgent) only
Telephone Support
Severity 1 (Urgent) only
Geographic Coverage
Designated Contacts
“How To” Questions
Webinars / Best Practice Sessions
Senior Engineer Fastrack
Root Cause Analysis
Expedited Response Times
Upgrade Support
Rich Context Analysis
Cybereason Standard Support
Hours of Coverage
24 x 7 x 365
Knowledgebase Documentation & Articles
Portal Access to Log Support Cases
Telephone Support
Geographic Coverage
Billing Country
Designated Contacts
Up to 5
“How To” Questions
Webinars / Best Practice Sessions
Senior Engineer Fastrack
Root Cause Analysis
Expedited Response Times
Upgrade Support
Rich Context Analysis
Cybereason Premium Support
Hours of Coverage
24 x 7 x 365
Knowledgebase Documentation & Articles
Portal Access to Log Support Cases
Telephone Support
Geographic Coverage
Global
Designated Contacts
Up to 20
“How To” Questions
Webinars / Best Practice Sessions
Senior Engineer Fastrack
Significant Impact Issues
Root Cause Analysis
On-Demand Severity 1 Only
Expedited Response Times
Upgrade Support
Rich Context Analysis
Cybereason Elite Support
Hours of Coverage
24 x 7 x 365
Knowledgebase Documentation & Articles
Portal Access to Log Support Cases
Telephone Support
Geographic Coverage
Global
Designated Contacts
Unlimited
“How To” Questions
Webinars / Best Practice Sessions
Senior Engineer Fastrack
Root Cause Analysis
Expedited Response Times
Upgrade Support
Rich Context Analysis