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
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Minimize Downtime with 24/7/365 Proactive ICS Service and Support
Our support services are designed to keep your industrial IT and control systems 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: 800-554-5104
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 remote access for troubleshooting and updates
On-site services when remote resolution isn’t possible
Automation controls, server, and network support
Support Contracts
A Cybertrol support contract provides proactive, ongoing coverage for your system’s hardware, software, and technical needs. These contracts are designed to keep your infrastructure updated, secure, and performing at its best.
What's Included in a Support Contract:
Software License Renewals
Keep antivirus and critical software up-to-date to maintain functionality and vendor support.
Hardware Renewals
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.
Remote Software Patching
Scheduled updates coordinated around plant downtime.
Off-Site Application Backups
Regular backups of essential applications and configurations.
Supported Software and Services:
VMware
vCenter Server and vSphere licensing
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
Production System Backup
Powered by Veeam Backup & Replication, our service covers 25 virtual machines, ensuring your production system is protected, monitored, and recoverable.
Hardware Coverage:
Annual support includes:
- EMC SAN
- HPE Host Servers
- APC UPS Systems
- Cisco or pfSense Firewall
- Cisco Core Network Switches
Managed Services
Our Managed Services offerings provide proactive monitoring, maintenance, and support for your entire IT/OT environment:
Monthly/quarterly reports deliver valuable insights into system health and performance, keeping you informed and ahead of potential issues.
Ongoing server, software, and network support
Real-time diagnostics and reporting
Antivirus and backup monitoring
Software patching and firmware updates
Application backups and disaster recovery
Monthly/quarterly reports deliver valuable insights into system health and performance, keeping you informed and ahead of potential issues.
Types of Support Contracts: Maintenance and T&M
Cybertrol offers two types of support contracts to meet different operational needs: Maintenance Support Contracts and Time & Materials (T&M) Support Contracts.
Maintenance Support Contracts
Proactive agreements that include ongoing software license renewals, version upgrades, patching, hardware updates, and scheduled technical support for both your control systems and server infrastructure. This option is ideal for clients looking for structured, long-term system upkeep with coordinated service and built-in planning.
T&M Support Contracts
Provide flexible, on-demand access to our engineering team, 24/7. Support is initiated by the customer as needed, whether for urgent issues or planned assistance. Critical alerts—such as backup failures or high system resource usage—can be configured to notify Cybertrol directly. Critical issues are addressed as soon as possible, while non-critical requests are handled during business hours the next business day.
Both contract types give you access to experienced support engineers—you choose the level of coverage and responsiveness that best supports your operation.
Inclusive Support Philosophy
While clients with a support contract receive priority scheduling and services, we believe in providing timely, quality support to all customers—no matter their contract status. Our team takes a collaborative, client-first approach to every request.
On-Site Services
When remote troubleshooting isn’t enough, our engineers are ready to provide on-site assistance. Support contracts include:
Support contracts include:
- Annual review meetings to go over diagnostic results, training needs, and future planning
- Patch and update coordination with plant downtime
- Comprehensive control system and server support
We are committed to supporting your systems with the same care and precision we’d apply to our own.
We provide personalized, hands-on support whenever you need it, led by the industry’s most highly skilled team. Our service and support are designed to drastically reduce downtime and to achieve solutions to issues before they occur.
Our managed services offering supports your IDC, software, and network on an ongoing monthly basis and includes remote monitoring and management, backups, and general support. Customers on our Managed Service Provider (MSP) program will also receive in-depth monthly reports on system health and incident reports.
For any incident unable to be resolved via remote support, a member of the Cybertrol team will be onsite to assess the situation and reach a solution.
Contact us today for service and support to minimize downtime and bring your organization into the future of manufacturing.
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