1. Enterprise-and-Legal
  • Getting-Started
    • CYBEXO Developer Documentation
    • Quickstart (5 to 10 Minutes)
    • Documentation Overview
    • Concepts and Glossary
  • Compliance-and-Standards
    • Compliance Overview
    • IAB TCF v2.3 Support
    • Google Consent Mode v2 Validation
    • TCF API Validation
    • Audit Checklist (Pre-Launch)
  • Web-and-CMS-Integrations
    • CYBEXO CMP SDK – Web & GTM Setup
    • Integrate CYBEXO CMP with Webflow and Wix
    • Integrate CYBEXO CMP with WordPress
    • Integrate CYBEXO CMP with Drupal
    • Integrate CYBEXO CMP with Shopify
    • Google Tag Manager (GTM) Template Guide
  • Mobile-SDKs
    • CYBEXO CMP SDK - iOS Setup
    • iOS SDK API Reference
    • CYBEXO CMP SDK - Android Setup
    • Android SDK API Reference
    • App Attribution Partner (AAP) Integrations
  • Developer-Reference
    • Web JS API Reference
    • Consent Event Schema
    • Deployment and Environments
    • CYBEXO Debug Tool
    • Troubleshooting Playbook
    • Performance and Best Practices
    • Accessibility and UX Guidelines
    • Localization Workflow
    • Migration Guide
  • Security-and-Privacy
    • Security Overview
    • Privacy Architecture
    • Data and Logging Transparency
    • Subprocessors
    • CSP and Network Allowlist
  • Enterprise-and-Legal
    • DPA and Legal Pack
    • RFP Feature Matrix
    • Status and Reliability
    • Support and Escalation
    • CYBEXO CMP SDK – Commercial Licence
  • Operations
    • Changelog and Version Policy
  1. Enterprise-and-Legal

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: [email protected]
Google-related CMP support: [email protected]
Use this channel for Google Consent Mode, TCF, GTM, GTG, Google CMP Partner Program, and Google-related CMP implementation issues.
Security disclosure: [email protected]
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#

1.
Customer submits a support request with required diagnostic information.
2.
Support team reviews and confirms severity classification.
3.
Engineering escalation is initiated for Sev 1 and Sev 2 issues.
4.
Root cause analysis is performed where required.
5.
Resolution summary and preventive actions are documented internally.
6.
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
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CYBEXO CMP SDK – Commercial Licence