How Can We Help?

Whether you’re working through your first Essential Eight assessment or need help with your account, we’re here to support you. Start with our AI chatbot for instant answers, browse the knowledge base, or reach out to our team directly

AI Support Chatbot

Available 24/7 Our AI chatbot handles the majority of common questions instantly — from “how do I reset my password” to “what does this Essential Eight control mean.” It’s the fastest way to get an answer.

Knowledge Base

Available 24/7 Comprehensive self-service documentation including getting-started guides, assessment walkthroughs, video tutorials, FAQs, and troubleshooting guides.

Email Support

For questions the chatbot can’t answer, or issues that need human attention. Our team responds during business hours (Monday–Friday, 9 AM – 5 PM AEST).

Response Times

Support Channel	Free Trial	Standard Subscription
AI Chatbot	Instant (24/7)	Instant (24/7)
Knowledge Base	Self-service (24/7)	Self-service (24/7)
Email Support	48-hour response	24-hour response

Business hours: Monday–Friday, 9 AM – 5 PM AEST.

Knowledge Base & Tutorials

Our knowledge base is designed to answer the most common questions before you need to contact us. Available to all users, free trial and paid.

Getting Started – Setting up your account and organisation – Understanding maturity levels (ML1, ML2, ML3) — which one to choose – Completing your first Essential Eight assessment – Navigating the assessment wizard

Assessment Help – What each Essential Eight domain covers – How to answer assessment questions for your industry – Tips for trades, professional services, and healthcare businesses – Understanding your compliance score

Remediation & Reports – Reading your remediation plan – Understanding task priorities and cost estimates – Generating and downloading PDF reports – Evidence tracking — what to record and how

Account & Platform – Managing your user accounts and adding team members – Mobile app setup (iOS, Android, PWA) – Offline assessment capability – Password resets and MFA setup

Video Tutorials – Platform walkthrough and overview – Step-by-step assessment guide – Understanding your results and remediation plan – Report generation and evidence tracking

Account & Billing Support

For account and billing questions, contact us at the email addresses below. We aim to respond within 24 hours on business days.

Billing Inquiries: billing@cybersmart360.com.au – Invoice copies and payment history – Subscription changes (upgrade, downgrade, cancel) – Payment method updates – Adding or removing users

Account Management: accounts@cybersmart360.com.au – User provisioning and deactivation – Password resets and account recovery – MFA setup assistance – Organisation settings

Security and Privacy

Security Incident Reporting
If you discover a security vulnerability or experience a security incident, contact us immediately:

Email: security@cybersmart360.com.au
Response time: Within 2 hours for all users.

Please include a description of the issue, steps to reproduce it if applicable, and your contact information for follow-up.

Privacy Requests
For privacy-related questions or data requests:

Email: privacy@cybersmart360.com.au
Response time: Within 5 business days.

We support data access requests, data deletion requests, and data portability requests in compliance with the Australian Privacy Act.

Platform Status & Maintenance

System Status Page: status.cybersmart360.com.au

Monitor platform health in real-time, including current operational status, scheduled maintenance windows, and incident reports.

Scheduled Maintenance:
Standard maintenance: Sundays, 2 AM – 4 AM AEST (bi-weekly). 7 days advance notice via email and platform notifications.

Emergency maintenance is performed only when critical security or stability issues arise, with notice provided as soon as possible.

Contact Us

All Enquiries: Use the Contact Us page.

Business Hours: Monday–Friday, 9 AM – 5 PM AEST

We value your feedback. If you have ideas for how we can improve CyberSmart360, use the the Contact Us page. Every suggestion is reviewed by our product team.