How can we help?
Working through your first assessment, or need a hand with your account? Start with the AI chatbot for an instant answer, browse the knowledge base, or get in touch with our team.
AI Support Chatbot
Knowledge Base
Email Support
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 and tutorials
The knowledge base is built to answer the common questions before you need to contact us. It’s open to everyone, on trial or on a paid plan.
GROUP — Getting started
- Setting up your account and organisation
- Understanding maturity levels and which to choose
- Completing your first assessment
- Finding your way around the assessment wizard
GROUP — Assessment help
- What each control domain covers
- How to answer assessment questions for your industry
- Tips for trades, professional services and healthcare businesses
- Understanding your compliance score
GROUP — Remediation and reports
- Reading your remediation plan
- Understanding task priorities and cost estimates
- Generating and downloading PDF reports
- Evidence tracking: what to record and how
GROUP — Account and platform
- Managing your user accounts and adding team members
- Installing the app on your phone (PWA on iOS and Android)
- Password resets and MFA setup
GROUP — Video walkthroughs
- Platform overview
- Step-by-step assessment guide
- Understanding your results and remediation plan
- Report generation and evidence tracking
Account and billing support
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For account and billing questions, get in touch via the links below. We aim to respond within 24 hours on business days.
Billing enquiries — Contact us
- Invoice copies and payment history
- Subscription changes (upgrade, downgrade, cancel)
- Payment method updates
- Adding or removing users
Account management — Contact us
- User provisioning and deactivation
- Password resets and account recovery
- MFA setup assistance
- Organisation settings
Security and privacy
Security incident reporting
If you find a security vulnerability or experience a security incident, contact us straight away via the Contact us page. Please include a description of the issue, the steps to reproduce it if you can, and your contact details so we can follow up.
Response time: as quickly as possible, and within 2 hours for all users.
Privacy requests
For privacy questions or data requests, contact us via the Contact us page. We aim to respond within 5 business days.
We handle data access, correction and deletion requests in line with the Australian Privacy Act and the Australian Privacy Principles, and can provide your data in a portable format on request.
Platform status and maintenance
System status page: status.cybersmart360.com
Check platform health in real time, including current operational status, scheduled maintenance windows and incident reports.
Scheduled Maintenance:
Standard maintenance runs fortnightly on Sundays, 2am–4am AEST, with 7 days’ notice by email and platform notification. Emergency maintenance only happens when a critical security or stability issue arises, with as much notice as we can give.
Contact Us
All Enquiries: Use the Contact Us page.
Business Hours: Monday–Friday, 9 AM – 5 PM AEST
Got an idea for improving CyberSmart360? Send it through the Contact us page. Every suggestion is read by our product team.