Committed to delivering the highest level of support & customer satisfaction.

The Cymtec® support team consists of networking and network security experts and, as a result, Cymtec understands the need for continuous availability and optimal performance of both our products and your organization’s network infrastructure. With product deployed in 30+ countries worldwide, Cymtec takes product and customer support very seriously and we are committed to ensuring that your questions and issues are resolved as quickly and efficiently as possible. Cymtec customers can rely on the availability of the following support tools:

  • Support delivered by a team of Support Engineers (SEs) in the field, each with extensive experience in networking, network security, system administration and general IT infrastructure.
  • SEs with an in-depth understanding of Cymtec products as well as best deployment practices within various network topologies. Our SEs can assist with deployment planning sessions, installations and on-going support issues, providing comprehensive Level 1 and 2 support.
  • Cymtec’s support team is US-based, with many SEs located in corporate headquarters in Santa Clara, CA. With such close proximity to the software and hardware engineers, Cymtec ensures rapid response and resolution of customer issues, including Level 3 support issues. Further, Cymtec has the ability to respond to customer requests much more quickly than most vendors because unfiltered customer feedback goes directly to our development teams.
  • Cymtec’s standard customer support hours for SEs are Mon–Fri from 8:00AM to 6:00PM PT. Cymtec Support telephone calls will be answered 24 hours a day, 7 days a week, 365-days a year. There will ALWAYS be a live person to receive your customer support telephone call.
  • Outside of standard customer support hours, Cymtec customers can request SE coverage in advance of maintenance windows, off-hours installations and/or after-hours support.
  • Cymtec SEs can provide customer training and product education via telephone, email and/or WebEx, covering a broad range of topics, including deployment configuration, policy control, management, and reporting.
  • Cymtec customers have continuous access to the Cymtec Customer Portal, with online knowledgebase, frequently asked Q&A, best practices and other relevant information.

Cymtec Support can be reached by telephone or email using the following contact information:

Cymtec Support Toll-Free Telephone Number: +1.408.200.5100 ext. 23
Cymtec Support Email: support@cymtec.com

The Cymtec Systems® Customer Support Portal allows customers to access the extensive Cymtec Systems knowledgebase, view support documentation and user manuals for both Sentry® and Scout®, and downloads of the latest software. Further, the Portal provides direct access to the Cymtec Systems support team. Existing users may use their Client Center credentials to access the support material. If you have not created an account in the Cymtec Systems Client Center, please register to create an account. You will need your Sentry organization name and authentication token.