Contact & Custom Solutions
How to Submit a Feature Request or Feedback
Last Updated: December 7, 2025Why Your Feedback Matters Customer feedback directly drives the development and improvement of the CyberWAF platform, ensuring our security features and user experience remain competitive and relevant to your needs. Submitting Requests and Ideas Dedicated Support Ticket: Log into your Client Area and open a Support Ticket under the “General Inquiry / Feedback” department. Provide Context: Clearly describe the feature you would like to see, explaining why it is important and how it would benefit your security or workflow. Live Chat: You can provide quick feedback or suggestions via Live Chat, which our team documents internally. The Development Process While we review every submission, not all features can be implemented immediately. Review: All requests are reviewed monthly by our product and development teams. Prioritization: Features that address widespread customer needs or enhance core security protections are prioritized for future updates.
Requesting a Custom Infrastructure Quote
Last Updated: December 7, 2025Who Needs a Custom Solution? Custom solutions are designed for enterprises or projects that exceed the generous dedicated resources of the E-commerce WAF Platform, or have special compliance, geographic, or application requirements. This includes: High-frequency trading applications. Complex regulatory compliance (e.g., specific country data laws). Enterprise-level traffic volume (millions of daily visitors). How to Submit Your Custom Request Use the Contact Form: Navigate to our “Contact” page and select the option for “Custom Enterprise Solution.” Provide Key Details: To receive an accurate quote, please include: Estimated Monthly Traffic Volume. Specific Compliance Needs (e.g., HIPAA, specific ISO standards). Specific Software Requirements (e.g., particular database setup). Current Pain Points (Why your current solution is failing). Next Steps A dedicated Solutions Architect will review your requirements and schedule a consultation call to design a robust, custom-tailored WAF and hosting infrastructure.
Understanding Our Support Response Times (SLAs)
Last Updated: December 7, 2025General Response Time Expectations While our technical teams operate 24/7, here are the typical response guidelines: Live Chat: Instantaneous response (within 1-2 minutes). General Support Tickets: Initial response within 15 min during peak times. Sales Inquiries: Response within 1 hour during standard business hours. Security & Incident Response (Malware/Hack Removal SLA) Our Service Level Agreement (SLA) guarantees priority response times for critical security incidents: Service Level Guaranteed Response Time Who Handles It E-commerce Plan 1 Hour Dedicated Security Expert Business Plan 2 Hours Security Team Basic Plan 3 Hours Security Team Maximizing Response Efficiency Be Specific: Include error codes (e.g., 500 error), timestamps, and the exact steps taken to replicate the issue. Avoid Duplicates: Opening multiple tickets for the same issue will slow down the resolution process. Pre-Verification: Ensure you have checked relevant articles in this Knowledge Base before submitting a ticket.
How to Contact CyberWAF Support (24/7/365)
Last Updated: December 7, 2025Our Primary Support Channels CyberWAF offers multiple ways to get assistance, depending on the urgency and complexity of your request: Support Tickets (Recommended for Technical Issues): Best for: Malware removal requests, migration assistance, technical troubleshooting, and billing disputes. How to Submit: Log into your Client Area and select “Open New Ticket.” This ensures your request is tracked under your account and handled by the correct specialist team. Live Chat (Recommended for Pre-Sales & Quick Questions): Best for: Pre-sales questions, quick inquiries about features, or immediate guidance on navigating the Client Area. Availability: 24/7/365. Access the chat icon in the bottom corner of the website. Email: Best for: General inquiries that are not time-sensitive. Always use your registered email address for faster verification. Understanding Support Response Priority Support Tickets are prioritized based on urgency: High Priority (P1): Immediate service disruption (site down, security breach). Medium Priority (P2): Functionality issues, slow performance. Low Priority (P3): General questions, billing inquiries, feature requests.