Customer Support

Overview

Cerbrec provides dedicated customer support to ensure secure, timely, and consistent handling of user inquiries, incidents, and requests. Our support operations are designed to maintain confidentiality, integrity, and availability in line with SOC 2 standards.

Contacting Support

Customers can reach the Cerbrec Support Team through the following methods:

• Email: support@cerbrec.com
• Hours of Operation: Monday–Friday, 8:00 AM – 6:00 PM MST
• Response Time: Within one business day

For urgent or system-impacting issues, include "Urgent" in the email subject line for prioritized handling.

Support Scope

Cerbrec Support assists with:

• Account access and authentication issues
• Platform performance or data integration errors
• Subscription or billing inquiries
• Feature usage and configuration guidance

Incident Reporting

If you experience a potential service disruption, data issue, or security concern:

• Report the incident immediately via support@cerbrec.com
• The support team will log and escalate the issue following Cerbrec's incident response procedures
• You will be notified of resolution status and corrective actions

Data Security & Privacy

All support requests are handled under Cerbrec's Information Security Policy.

• Only authorized personnel access support tickets
• Sensitive data shared for troubleshooting is stored securely and deleted after resolution
• Customer data is never used outside the scope of resolving support issues

Feedback & Continuous Improvement

Customers are encouraged to provide feedback to help improve our services. Feedback can be submitted to feedback@cerbrec.com