How to Submit a Helpdesk Ticket
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    How to Submit a Helpdesk Ticket

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    1. Visit the Helpdesk Portal
      Go to: https://corp.cybermyte.io/helpdesk/support-4/knowledgebase
    2. Fill in the Required Fields
      You’ll be asked to provide:
      • Your Name
      • Your Email
      • Subject (a summary, e.g., “Backup didn’t run as scheduled”)
      • Priority
        Choose one of the following:
        • Low priority – You can wait a few days.
        • Medium priority – Impacts daily operations but not critical.
        • High priority – Issue needs attention within a day.
        • Urgent – You cannot proceed until this is fixed.
      • Description – Provide as much detail as possible, including:
        • What happened
        • When it occurred
        • Who was impacted
        • Any steps already taken
      You may also upload attachments, such as screenshots, logs, or related documents.
    3. Click Submit
      You’ll receive a confirmation, and our team will follow up via email or the ticket system.

    What Happens Next?

    Once submitted, CyberMyte will review your ticket to determine whether the issue qualifies as a nonconformance and whether corrective action is needed.

    If the issue is a Cloud Delivery Nonconformance:

    • We’ll investigate components that aren’t functioning as designed (e.g., backups, configurations, alerts).
    • Our team will work with you to mitigate immediate issues.
    • A Corrective Action Task is created, and fixes are implemented, tested, and reviewed before rollout to production.
    • We’ll notify you at each step via your helpdesk ticket until it is resolved.

    If the issue is a Professional Services Nonconformance:

    • Nonconformance could include performance gaps, overdue deliverables, or deviations from the agreed scope.
    • We may implement temporary measures with your consent.
    • The COO will lead containment and resolution efforts (e.g., personnel changes, updated procedures).
    • Communication continues until you confirm the resolution.

    Your Role

    If you’d prefer not to use the ticket system, you may also:

    • Email your concern directly
    • Call our support line
      We will still document the issue and initiate the same investigation and corrective action process internally.

    Response & Follow-Up

    CyberMyte is committed to resolving all Corrective Action Requests within 30 calendar days, unless an extension is justified and communicated.

    We periodically review trends from submitted complaints and corrective actions to improve our services.

    Need Help?

    If you have any questions about the process or need help submitting a ticket, contact us at:

    📧 care@cybermyte.io

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