CyberHound provides technical support for all customers with a current license subscription. Requests for support can be logged online or by calling the CyberHound support team during support hours.
Standard Support Hours
CyberHound technical support is provided during the following times for all customers with a current license subscription.
9am – 5pm, Mon-Fri (AEST and AEDST, excluding Queensland Public Holidays)
Support Priority
CyberHound prioritises requests for support based on severity of each issue.
| Severity Level | Target Response Time |
|---|---|
| 1. A total loss of service that cannot be circumvented | 2 hour |
| 2. Service is partially interrupted or impaired | 4 hour |
| 3. Minor impact on usage that can be circumvented | 24 hour |
| 4. Problem circumvented – little or no customer impact. General requests for information. | 24 Hour |
Managed Services
CyberHound provides a fully Managed Service support offering for the CyberHound platform for customers with the required Managed Service subscription. Support and Change requests can be logged online or by calling the CyberHound support team during standard support hours.