Skip to main content
Get Started

Service-and-Support-Icon_Vector

Service & Support

Minimize Downtime with 24/7/365 Proactive ICS Support

 
Engineers-Product-Image-Tablet-Display

Our support services are designed to keep your ICS (industrial control system) and network infrastructure secure, efficient, and reliable. Whether you need immediate troubleshooting or ongoing maintenance, our team provides expert assistance tailored to your unique operational needs—helping you avoid downtime and maintain peak performance.

24/7/365 Phone Support

Responsive Support You Can Rely On

Every minute of unplanned downtime affects productivity and can impact your bottom line. That’s why fast, reliable service is a priority—whether you have a support contract or not. Our team is ready to troubleshoot hardware, software, network, and cybersecurity issues remotely or on-site, with typical response times under 15 minutes to help minimize disruptions and restore operations quickly.

Dedicated Support Services

Cybertrol has a dedicated team of experienced engineers that provide comprehensive support services tailored to industrial control and information systems:

  • Remote support via phone and email

  • VPN-enabled remoter access for troubleshooting and updates

  • On-site services when remote resolution isn't possible

  • Automation controls, server, and network support
quotes-white

"Cybertrol is awesome. We had an issue with the unit tonight, and they just got up and running again, thanks to Cybertrol’s support at this time of night."

Project Engineer | Medical Device Manufacturer

Flexible Support Contracts Built for Industry

Cybertrol offers two integrated support contract types—Maintenance and Time & Material (T&M)—that work together to keep your system running smoothly. Maintenance provides proactive monitoring and routine diagnostics, while T&M covers the engineering time required to resolve any issues that are discovered. The most effective support comes when Maintenance and T&M contracts are paired—proactive detection and fast resolution working hand-in-hand.

Maintenance Support Contracts – Proactive Oversight

Ideal for facilities that value structure and prevention. Includes:
License Renewals

Keep antivirus and critical software up-to-date to maintain functionality and vendor support.

Hardware Warranty Support

Maintain coverage for key components like SANs, host servers, UPSs, and firewalls.

Technical Support Visits

Includes software patching, firmware updates, remediation of diagnostics, and documentation updates.

Diagnostic Reports

Annual diagnostics covering system logs, licensing, redundancy, backups, and more.

Software and Firmware Patching

Scheduled updates coordinated around plant downtime.

Off-Site Application Backups

Powered by Veeam Backup & Replication, our service covers 25 virtual machines, ensuring your production system is protected, monitored, and recoverable.

System Health Monitoring

Ongoing checks of critical infrastructure elements such as redundancy, backup systems, and automated alerts to help identify issues before they impact production.

Supported Software & Services:

VM Host Management

VMware vCenter and Microsoft Hyper-V

Symantec Antivirus

Endpoint Protection for 25 devices

ThinManager

Platform Maintenance Plans

Duo Security

Multi-factor authentication support for 20 users

Rockwell TechConnect

Procurement and management of your TechConnect agreement and included software

 
Annual support includes:

  • Storage Array Networks (SAN)

  • IDC Host Servers (HPE, Dell, others)

  • UPS Systems

  • Firewall Systems (OT network)

  • Core Network Switches (OT network)

Time & Material (T&M) Support Contracts – Responsive Action

Pay-as-you-go engineering support for urgent or planned needs:

24/7 remote access to experienced engineers

Escalation of system alerts and failures

Rapid troubleshooting (15-minute average response time)

On-demand corrective services

Managed Services

Looking for deeper, ongoing IT/OT coverage? Our Managed Services add:

Real-time system monitoring and diagnostics

Backup and antivirus status reporting

Disaster recovery planning

Monthly reports on system health and recommendations

We Support All Clients—With or Without a Support Contract

While contract clients receive priority access and scheduled services, we offer high-quality, collaborative support to all customers. Whether remote or on-site, our team brings the same level of care and urgency to every engagement.

Why-a-Cybertrol-Support-Contract-is-Essential-for-Minimizing-Downtime-Recovered
Cybertrol-Customer-Service-and-Support_640x450

Contact us today for service and support to minimize downtime and bring your organization into the future of manufacturing.

Contact Us

Featured Case Studies