Support and Escalation

Last updated: April 27, 2026

This page outlines Cybexo’s support channels, escalation workflow, and response expectations.

1. Support Channels

General support: support@cybexo.com
Google-related CMP support: google-support@cybexo.com
- Use this channel for Google Consent Mode, TCF, GTM, GTG, Google CMP Partner Program, and Google-related CMP implementation issues.
Security disclosure: security@cybexo.com
Customer dashboard tickets: open a support request from the CYBEXO customer dashboard and reference Google Consent Mode, TCF, GTM, GTG, or CMP implementation in the issue summary when relevant.
Website: https://www.cybexo.com

Enterprise customers may also receive a designated support contact depending on their subscription tier.

2. Ticket Submission Requirements

To ensure timely resolution, include the following information when submitting a ticket:

Settings ID
affected production or staging URL / app version
clear issue summary
first observed time (UTC)
browser / OS / device details (if applicable)
screenshot or screen recording
debug report from the CYBEXO Debug Tool

Incomplete tickets may delay investigation.

3. Severity Guidance

Cybexo categorizes issues as follows:

Severity 1 (Sev 1): production outage, system-wide consent failure, or critical compliance-impacting malfunction.
Severity 2 (Sev 2): degraded functionality with limited workaround available; partial consent or integration impact.
Severity 3 (Sev 3): non-blocking issue, configuration clarification, documentation request, or minor UI concern.

Severity classification is confirmed during triage.

4. Escalation Flow

Customer submits a support request with required diagnostic information.
Support team reviews and confirms severity classification.
Engineering escalation is initiated for Sev 1 and Sev 2 issues.
Root cause analysis is performed where required.
Resolution summary and preventive actions are documented internally.
Customer receives confirmation of resolution.

Google-related CMP implementation issues are handled by CYBEXO support before customers contact Google, including missing Consent Mode signals, late consent defaults, TCF loading issues, GTM template setup, GTG-related issues, and banner implementation problems.

For security-related matters, use the designated security disclosure channel.

5. Response Targets

Cybexo operates with internal response targets designed to prioritize critical production-impacting issues.

While exact response times may vary based on subscription tier and contractual agreements:

Sev 1 issues are prioritized immediately upon confirmation.
Sev 2 issues are addressed on a priority basis.
Sev 3 issues are handled during standard support operations.

Enterprise customers may have defined response time commitments documented in their service agreements.

For availability targets, see: Status and Reliability