Customer Support

Dedicated customer support to ensure secure, timely, and consistent handling of your inquiries.

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.

Products We Support

This page is the support point of contact for all Cerbrec products:

  • Cerbrec Platform — the web portal and platform services
  • Cerbrec Supervisory App — our mobile (iOS and Android) and desktop application for setting up and supervising infrastructure

When reporting an issue with the Supervisory App, please include your app version, device model, and operating system version so we can reproduce the problem faster.

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.

Self-Service Resources

Many common issues can be resolved without waiting for a reply:

  • Forgot your password? Use “Forgot password?” on the sign-in screen and we'll email you a reset link.
  • Two-factor authentication (2FA) — set up or manage your authenticator app from your account settings in the Cerbrec portal.
  • Signing in with Google or Microsoft — use the provider buttons on the sign-in screen; your work email must match the account your organization provisioned.
  • Account provisioning and deactivation are managed by your organization's administrator — contact them for access changes.

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

Frequently Asked Questions

I can't sign in to my account. What should I do?

First try resetting your password from the sign-in screen. If you sign in through Google or Microsoft, make sure you're choosing the same account your organization registered. If you still can't get in, email support@cerbrec.com from your work address.

How do I enable two-factor authentication?

Sign in to the Cerbrec portal, open your account settings, and follow the authenticator app (TOTP) setup. Your organization may require 2FA, in which case you'll be prompted to set it up at sign-in.

How do I delete my account or my personal data?

Accounts are managed by your organization. Contact your organization's administrator to deactivate your account, or email privacy@cerbrec.com to request deletion of your personal data — see the privacy policies linked below for details.

The Supervisory App can't find my device during setup. What can I check?

Make sure Bluetooth is enabled and the app has the Bluetooth / Nearby-devices permission, keep your phone close to the device, and confirm the device is powered on and in setup mode. If it still doesn't appear, contact support with your app version and device model.

Feedback & Continuous Improvement

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