CybelAngel offers a variety of support options for all customers and partners. You should be able to find help using the resources linked below, but the first step for you should be to search our knowledge base.

Contacting CybelAngel

You'll find below the various ways to contact people at CybelAngel depending on the type of request you make.

Technical Support

You need assistance with your customer or partner interface? Something looks broken, or you want to report a bug or an outage?

You can send an email at support@cybelangel.com or create a technical support ticket.

Customer Request

You have a global question regarding our service or pricing, or need assistance with an incident report you just received?

You can contact your Account Manager directly, or either send an email at support@cybelangel.com or create a customer request ticket.

General Practices

Please don't send encrypted messages

Some organizations use third party services to encrypt or automatically expire messages. As a matter of security, please do not include any sensitive information in the body or attachments in tickets. All interactions with CybelAngel Support should be in plain-text.

CybelAngel Support Agent will not click on URLs contained within tickets or interact with these type of third party services to provide support. If you do send such a reply, an agent will politely ask you to submit your support ticket in plain text.

If there's a pressing reason for which you need to send along an encrypted file or communication, please discuss it with the Support Agent in the ticket first.

Please don't share login credentials

Do not share login credentials to the support team. If the team needs more information about the problem, we will offer you to schedule a call with you.

Technical Support Interactions

Language Support

Technical support at CybelAngel may be provided in the following languages:

• English
• French

Channels

Interactions with technical support is offered through two channels:

• Emails
• Web form

CybelAngel do not offer regular technical support by chat, social networks or phone. However, if the Support team needs more information about a ticket, we will offer you to schedule a call or video call with you.

Working hours

Technical Support is available from 9am to 7pm CET during Week days, excluding French bank holidays.

Customer Satisfaction

Immediately after a ticket is Solved or automatically closed due to a lack of activity, or up until 24 hours after, a Customer Satisfaction survey will be sent out. We track responses to these surveys: Support Management regularly reviews responses, and may contact customers who leave negative reviews for more context.