Cibecs Maintenance and Software Technical Support

We often get questions about our software maintenance and technical support options. This post looks at how we ensure reliable and attentive technical support for our Cibecs customers.

Contact us for immediate telephonic or email technical support

Cibecs technical support

Cibecs is used by and supports organizations in Africa, North America, Europe and the Middle East. Our dedicated support team has the ability to provide support for enterprises across international borders, while a dedicated Global Account manager can also be assigned to customers and be empowered to address all issues or opportunities across the globe.

Our Cibecs support team ensures that any inquiries are dealt with expeditiously. Cibecs also provides the required assistance and support during product evaluation as well as supporting technical documentation. The Cibecs support  team is available telephonically and remotely, including 24/7 standby support.

Cibecs Support is available as follows:

1. Online Knowledgebase: A comprehensive online knowledgebase login is made available to all Administrators. This knowledgebase provides technical support information, videos, best practice guides, trouble-shooting information and FAQ.

Visit the Cibecs Knowledgebase

2. Remote technical support: Remote technical support is available 24/7. This remote support is available to Administrators via chat, email and telephonically. In each case a call is logged on the helpdesk with automatic priority monitoring and escalation. The Administrator will receive an automated email with their call reference number for tracking purposes. The helpdesk technician will endeavor to resolve the issue logged as soon as possible and certainly within the prescribed time based on the priority. Should this not be possible the call will be escalated and feedback given to the Administrator.

3. Onsite technical support: Onsite technical support during evaluation and implementation can also be made available. This service is billed separately on a time and materials basis.

There are also two Cibecs Training Programs available

1. Cibecs Product Training
This program covers all the functional elements of the Cibecs solution and will equip technical staff with the necessary skills to assist with implementation of end users, support, reporting and trouble-shooting.

2. Cibecs Certified Administrator program.
This is a two day training course that provides the administrator with extensive training on each aspect of the product, implementation, policy configuration, administration, trouble-shooting and support.

Tutorials and training material will be made available to users and administrators, covering the use of the application for backup, restore and the administration of the system. This program can be completed either online or under the guidance of a Certified Administrator Program Trainer, who will also monitor the exam.

Cibecs Implementation services

Remote implementation services and assistance are offered to customers globally. Implementation services range from assistance to administrators only to complete implementation driven by a project team and a dedicated implementation team that can perform the implementation on site.

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