SUPPORT AND RESPONSE
Real people. Every time zone. Fast answers.
Cyber6's Technical Assistance Center covers every time zone, and every client has a dedicated account team that knows their business. When something breaks, you reach a person, not a queue.
YOUR TIME --:--
- Americas
- Europe
- Asia-Pacific
THE TECHNICAL ASSISTANCE CENTER
A Technical Assistance Center that never clocks out.
A Technical Assistance Center (TAC) is a team of engineers who take support requests, troubleshoot, fix, and escalate when needed.
- Coverage across all time zones.
- Follow-the-sun handoffs, so an open issue keeps moving overnight.
What the TAC handles
- Device and account issues
- Network and Wi-Fi
- Email, Microsoft 365, and Google Workspace
- Backups and restores
- Security alerts
- Automation issues
- Questions about any tool we manage
YOUR DEDICATED ACCOUNT TEAM
A team that knows your business by name.
- You won't re-explain your setup every time.
- Someone owns the relationship.
- Your documentation stays current.
- Reviews happen with people who know your history.
HOW TO REACH US
Reach us the way that works for you.
Direct phone line
For anything urgent or easier to talk through. You reach a person.
Client portal
Open and track requests any time. Best for anything that isn't urgent.
Email
Send a note, and it becomes a tracked request automatically.
Shared chat channel
A Microsoft Teams or Slack channel shared with your account team.
WHAT HAPPENS WHEN YOU CALL
From 'something's wrong' to 'it's fixed.'
EXAMPLE · TICKET #1042
New request · Outlook won't open
Step 1 of 6
ESCALATION
When it's serious, the right people step in fast.
STEP 1
TAC engineer
First response and common fixes.
STEP 2
Senior engineer
Complex issues.
STEP 3
Specialists and vendor escalation
Deep technical problems, working with the tool's maker where needed.
STEP 4
Security incident response
Containment and recovery for security events.
STEP 5
Leadership
Serious incidents go to Cyber6 leadership; your account team keeps you updated until resolved.
You'll always know who's working on it and what happens next.
AFTER HOURS AND SECURITY
Nights, weekends, and holidays are covered.
Urgent issues after hours
Urgent problems at night, on weekends, and on holidays still reach someone on our team.
24/7 security monitoring
Security tools watch around the clock, and urgent alerts go straight to our on-call team.
EXAMPLE · OVERNIGHT
- 2:40 AMAlert: unusual sign-in
- 2:44 AMPicked up by on-call engineer
- 2:58 AMAccount locked, threat contained
- 8:00 AMMorning summary sent to you
Under attack and not a client yet? Get help now →
HOW WE MEASURE SUPPORT
We hold our support to the same standard as everything else.
- First response time
- How long until a person starts working on your request.
- Resolution time
- How long until it's fixed.
- Updates on schedule
- How often we updated you when we said we would.
- Repeat issues
- Problems that came back after being fixed.
- Client satisfaction
- How your team rated the help they got.
EXAMPLE · MONTHLY SUPPORT SCORECARD
- First response time↑
- Resolution time↑
- Updates on schedule↑
- Repeat issues↓
- Client satisfaction↑
OUR SUPPORT PROMISES
Five things you can count on.
- 01You reach a person, not a script.
- 02Your account team knows your setup.
- 03Urgent issues jump the line.
- 04You're updated on a schedule, not left wondering.
- 05Every fix is documented, so it stays fixed.
QUESTIONS
Common questions about support.
A team of engineers who take support requests, troubleshoot, fix, and escalate. At Cyber6, it's where every request lands, whether you call, email, or use the portal.
Yes. Our Technical Assistance Center covers every time zone, with follow-the-sun handoffs between regions so open issues keep moving.
Anything that stops your business or involves a security incident, such as systems being down, ransomware, or a suspected breach.
Response and resolution times are in every monthly report, so you can see how we did.
Support like this starts with a conversation.
A 30-minute call. No cost, no pressure, and honest answers.