The CyberArk Customer Support User Guide outlines how customers and partners can access assistance through the Technical Community, phone, or email, with the community portal as the preferred channel for managing cases. Support cases are classified into four priorities—Critical, Serious, Moderate, and Minor—with corresponding SLAs ranging from a one-hour response for critical issues under premium support to twelve business hours for minor issues. The guide details business hours by region, additional resources like the CyberArk Trust Site, Marketplace, and xRay Agent, as well as escalation procedures. It also covers training, partner certifications, and FAQs on contracts, plugins, and outage handling.

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