Support Policy

1. Support Channels

• Email: support@cyberhorizon.co — the primary channel for all plans.
• In-app help and product documentation, available to all users.
• Hands-on onboarding contact on Grow and above; a named point of contact on Scale and Enterprise.

2. Support Hours

Standard support is provided Monday to Friday, 09:00–17:00 UK time (GMT/BST), excluding UK public holidays. Enterprise customers may agree extended or out-of-hours coverage for Critical issues in their Order Form. “Business hours” and “business days” below refer to these standard support hours.

3. Severity Levels

• Critical (S1): the Service is down or a major security issue is present, affecting all or most users, with no workaround.
• High (S2): a major feature is unavailable or significantly impaired, with substantial impact and no straightforward workaround.
• Medium (S3): a non-critical issue or partial impairment where a reasonable workaround exists.
• Low (S4): a general question, minor or cosmetic issue, documentation query, or feature request.

4. Target Response Times

The table shows our target time to an initial human response during support hours, by plan and severity. These are response targets, not resolution times.

Enterprise response targets are set in the applicable Order Form and prevail over this table where they differ.

5. What Support Covers

Support includes help using the Service, guidance on configuration, and the triage and investigation of suspected defects. It does not include custom development, bespoke integrations, formal training beyond onboarding, or issues arising from your own systems, third-party products, or use of the Service contrary to the Terms. Suspected security vulnerabilities should be reported under our Vulnerability Disclosure Policy.

6. Raising a Request

To help us respond quickly, please include the affected area of the Service, what you expected to happen and what happened instead, steps to reproduce, and the severity and business impact. We may ask for further detail to reproduce and diagnose the issue, and we will keep you informed of progress.

Contact

support@cyberhorizon.co

Formal notices

This policy covers support requests. Formal notices under the Agreement (including notices of breach, termination or non-renewal) must be sent to notices@cyberhorizon.co, not to the support queue.