Frequently Asked Question

Support Hours & Response Expectations (SLA Overview)

Last Updated about a month ago

Support Hours & Response Expectations

SLA Overview

At Cybernetic Networks Inc., we are committed to providing reliable, timely, and professional support. This article outlines our support hours and what you can expect when submitting a support request.

Support Hours

Monday - Friday

8:00 AM - 5:00 PM Eastern Time

Closed on major U.S. holidays

Requests submitted outside of business hours will be reviewed on the next business day unless covered under emergency support.

Response Time Targets

Priority	Description	Initial Response
Emergency	Critical systems down, business operations halted	Within 1 hour
High	Major functionality impacted	2–4 hours
Normal	Standard support requests	8 business hours
Low	General inquiries	24 business hours

What Response Time Means

Acknowledgement of your ticket
Assignment to a technician
Initial troubleshooting

Resolution Expectations

Issue complexity
Third-party dependencies
Customer response time

Customer Responsibilities

Provide clear issue details
Include screenshots or errors
Respond promptly to follow-ups

After-Hours Support

Submit ticket as Emergency
Call support line if applicable

Support Portal:
https://support.cyberneticnetworks.com

Our Commitment

Fast response times
Clear communication
Reliable support