Cyber One Solutions / Technical Support
Reach our team by phone, email, text, or remote session. For critical issues, call first. A live technician answers.
Good technical support is not a chatbot and a generic queue. Cyber One Solutions runs a single unified helpdesk staffed by our own engineers. Every ticket is triaged by a human, every phone call is answered by a human, and every remote session is handled by someone with the authority to actually solve your problem rather than escalate it to an unknown queue.
Our service level objectives are published in writing and attached to every managed service agreement. Critical incidents are acknowledged inside fifteen minutes and worked continuously until resolution. Standard requests are triaged during the same business day. We report on service level attainment every month so you can verify the commitment against the actual numbers.
You can open a ticket by phone, by email, through the client portal, or by launching a remote session directly from a support widget. Every channel lands on the same queue and every queue is worked by the same team, so there is no penalty for choosing whichever channel is most convenient at the moment you need help.
Most issues are resolved with a single remote session. When an engineer joins your machine, they follow a consistent script, document the change in the ticket, and close the loop with a summary you can forward to compliance or leadership. On site visits are reserved for issues that genuinely cannot be resolved remotely.
When an issue needs engineering depth beyond the first responder, it escalates to a senior engineer in the same ticket with full context, not to an opaque queue where you have to start over. Escalation paths are documented internally and the ticket never leaves your line of sight. You always know who owns the resolution.
What is your average response time?
Our recent rolling average is under fifteen minutes for ticket acknowledgement during business hours and under thirty minutes after hours for managed clients. That is an average, not a service level minimum, and we publish the current numbers in our monthly reports.
Do you offer after hours support?
Yes. Managed clients have twenty four hour coverage with an on call engineer rotation. Break fix clients are supported during business hours with after hours availability by prior arrangement. Emergency response is always staffed by an actual engineer, not by an answering service.
Can you help if I am not a managed client yet?
Yes. We offer project based engagements, hourly consulting, and emergency remediation work for organizations that are not currently on a managed plan. If you are actively in an incident, call the main office line and we will triage the situation and set up appropriate scope.