Support Information

This page describes our approach to supporting CyberIllumination™ clients and beta participants.

Getting help

• In-platform support – the fastest path. Use the support icon in the platform to open a ticket tied to your account.
• Email – support@cyberillumination.us.
• Phone – 410.627.0841, business hours, Eastern time.

Response targets

• Severity 1 (service unavailable, or a suspected security issue) – acknowledged within 4 business hours. Suspected security issues may also be reported through our Responsible Disclosure program.
• Severity 2 (a feature is materially impaired) – acknowledged within 1 business day.
• Severity 3 (questions, minor issues, requests) – acknowledged within 2 business days.

Who receives support

Support is provided at no additional charge to all users of the platform — including subcontractors using the free tier, whose ability to respond quickly is the point of the network.

How support works

All support access to client data is logged and initiated by background-checked, U.S. citizen support representatives. Screenshare sessions occur only when initiated by you, clearly identify the remote session, and are logged.

Beta participants

During the beta period, beta participants receive direct access to the product team, and feedback submitted through support channels is triaged alongside beta feedback sessions as described in the Beta Program Agreement.

Version

Change Log:
26.08a – 04-AUG-2026 – Initial CyberIllumination™ publication.