Support

Get help with CyberOrigen through AI-powered support and direct team access.

AI-First Support

CyberOrigen uses an AI-first support model. Claude AI is available 24/7 to answer questions, troubleshoot issues, and guide you through the platform.

How It Works

1. Join our Slack - Connect to the CyberOrigen support workspace
2. Ask Claude - AI responds immediately to your questions
3. Escalate if needed - Human agents join for complex issues

AI Capabilities

Claude can help with:

• Platform navigation and features
• Scan configuration and troubleshooting
• Compliance framework questions
• Remediation guidance
• API integration help
• Billing and account questions

Getting Started

Navigate to Support in the sidebar to:

• Get the Slack workspace link
• View support hours and SLAs
• Access documentation links

Support Channels

Slack (Primary)

Join our support Slack workspace for:

• Real-time AI assistance
• Community discussions
• Feature announcements
• Direct escalation to human agents

Link: Available in the Support page of the app

Email

For sensitive issues or formal requests:

• General Support: [email protected]
• Security Issues: [email protected]
• Billing: [email protected]

Documentation

Self-service resources:

• User Guide - Platform documentation
• API Reference - Developer documentation
• Compliance Guides - Framework guidance

Support SLAs

Response times vary by subscription tier:

Priority	Startup	Professional	Enterprise
Critical	48 hours	24 hours	8 hours
High	72 hours	48 hours	24 hours
Medium	5 days	3 days	48 hours
Low	7 days	5 days	3 days

Priority Levels

Level	Description
Critical	Platform unusable, security incident
High	Major feature broken, blocking work
Medium	Feature issue, workaround available
Low	Questions, minor issues, enhancements

Enterprise Support

Enterprise Feature

Dedicated support features require Enterprise subscription.

Enterprise customers receive:

• Dedicated CSM - Named Customer Success Manager
• Priority Routing - Direct access to senior engineers
• Quarterly Reviews - Business reviews and roadmap input
• Custom Training - Tailored onboarding and training
• Phone Support - Direct phone access for critical issues

Escalation Process

When to Escalate

AI support will escalate automatically when:

• Issue requires account-level changes
• Security incident reported
• Billing dispute
• Complex technical investigation needed

Manual Escalation

In Slack, type:

/escalate [description of issue]

Or mention @support-team in any message.

What Happens Next

1. Human agent notified immediately
2. Agent joins conversation
3. Issue tracked with ticket ID
4. Updates provided until resolution

Reporting Issues

Bug Reports

When reporting bugs, include:

• Steps to reproduce
• Expected vs actual behavior
• Screenshots or recordings
• Browser/device information
• Error messages

Feature Requests

Submit feature requests through:

• Slack #feature-requests channel
• Email to [email protected]
• In-app feedback form

Training Resources

Getting Started

• Quick Start Guide
• Video Tutorials (coming soon)
• Webinars (coming soon)

Advanced Topics

• API Integration Guide
• Compliance Automation
• Enterprise Deployment

Feedback

We value your feedback to improve CyberOrigen.

How to Provide Feedback

• In-app feedback widget
• Slack #feedback channel
• Email to [email protected]

What We Track

• Feature requests and voting
• Bug reports
• User experience feedback
• Performance issues

Thank you for being a CyberOrigen customer!