Resources
Cayosoft Support & Knowledge Base
Quick and Easy Issue Resolution
Cayosoft products are easy to install, configure and use, yet we understand that you may need help from time to time. We are proud to offer a variety of support options to help ensure your success.
Standard Support Hours: Monday through Friday, 8AM to 8PM, Eastern Time (ET), excluding U.S. holidays.
Standard Support Plus Hours: Monday through Friday, 24×5, Eastern Time (ET), excluding U.S. holidays.
Premier Support Hours: 24×7 for Guardian Forest Recovery P1 issues, 24×5 for all other products and features.
99%
The average customer retention rate over the past 3 years.
4.5 / 5.0
Satisfaction rate for all support cases across all products.
1.2 Hrs
The average case response time over the past 3 years.
Support Options
Standard Support
(Included w/ All Software)
- Email only with web sessions upon Cayosoft’s request
- Assistance with product issues and general questions
- Software updagtes
- Support, upgrade ,and service notifications
- Access to the Cayosoft’s Learning Management System (Coming soon!)
Standard Plus Support
(Additional Purchase Necessary)
Includes everything provided in Standard in addition to the following:
- 24×5 Support Monday through Friday (Eastern Standard Time)
- Email and web-sessions as preferred
- Enterprise Resilience Assurance
- White glove upgrade assistance upon request
- Professional Services for deployment (Up to 8 hours)
Premier Support
(Additional Purchase Necessary)
Includes everything provided in Standard Plus in addition to the following:
- Named Technical Success Rep – Direct relationship for tailored help
- Cayosoft Executive Sponsorship
- Invitation to Customer Advisory Board
- Proactive upgrade planning
- Professional Services for deployment (Up to 40 hours)
- Monthly check point calls with Technical Success Rep
- Reduced SLA response times
Cayosoft Support Quick Links
We gathered some of the most requested links, all in one convenient location.
Check out these relevant resources.
Article
How to Get Access to Cayosoft Support
This article gives step-by-step instructions on how to register for an account with Cayosoft to get access to product documentation, open and track support cases, and participate in community discussions.
Web Page
Cayosoft Support Center
The Cayosoft Help Center provides numerous support resources including:
- 24/7 access to common questions
- Documentation
- Knowledge Base
- Articles
- And much more!
Guide
Cayosoft Support Guide
The Cayosoft Support Guide overviews Caysoft’s Standard Support offerings, with best practices, processes, and policy summaries.