At CyberFOX, we prioritize fast, reliable, and consistent support across all products. Our team operates against defined response targets designed to ensure a high-quality support experience for every customer.

Support Availability

Support is available during standard business hours, Monday through Friday.
Support requests can be submitted at any time through our online portal.

Requests submitted outside of business hours are reviewed and prioritized at the start of the next business day.

Response Targets

Our support team operates against the following response targets during business hours:

• Initial Response: within 1 business hour
• Follow-up Updates: within 2 business hours

We actively monitor performance against these targets and consistently achieve 95–98% adherence on a weekly basis.

Prioritization

Requests are prioritized based on impact and urgency.
Issues affecting core functionality or multiple users are addressed with increased priority to ensure timely resolution.

After-Hours Handling

While live support coverage is provided during business hours, support requests can be submitted at any time.

Critical issues received outside of business hours are triaged as part of the next available support window.

Ongoing Investment

CyberFOX continues to invest in expanding and improving support operations, including the use of automation and AI-driven workflows to further enhance response times and overall customer experience.