Compliance at Core

Support That Never
Sleeps

24/7 enterprise-grade support for Scalefield Secure — worldwide, across all channels, every timezone. Backed by CYBERTEC's 25+ years of managing PostgreSQL at scale, with engineers and business partners worldwide. We understand what it takes to keep thousands of database instances compliant because we've been doing it longer than anyone. Guaranteed response times, compliance-aware engineers, and industry-leading SLAs.

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Unbeaten First Response SLA Record
30 min P1 Critical Response
24/7 Global Coverage

"CYBERTEC Support — by professionals, for professionals"

Our Approach

Two Paths.
One Goal: Uptime.

Choose the model that fits your team. Whether you want expert guidance while keeping the wheel, or a fully managed operations partner — we have a support path for you.

Hands-Off

Professional Support

You execute, we advise.

For teams that want to drive but need a navigator. Your engineers stay in control while CYBERTEC experts are on-call for critical incidents, guidance, and compliance advice.

  • Standard, Professional, and Enterprise tiers
  • Defined SLA response windows
  • Compliance-focused incident handling
  • Service desk access and dedicated portal
See SLA Tiers →
Hands-On

Managed Support

We execute, we monitor, we own the outcome. You relax.

For teams with mission-critical compliance workloads that want a co-pilot. CYBERTEC takes operational ownership — monitoring, alerting, upgrades, and proactive management.

  • Professional and Enterprise managed tiers
  • 24/7 proactive monitoring and alerting
  • Major and minor version upgrades managed
  • Unlimited contacts and tickets (Enterprise)
Talk to an Expert →
Two support paths: Professional and Managed Support overview
SLA Comparison

The Right Level
of Protection

All tiers cover Scalefield Secure compliance operations. Choose the model that matches your operational needs — from advisory support to fully managed operations.

Professional Support — Hands-Off: You execute, we advise

Support Service Standard Professional Enterprise Recommended
Supported PostgreSQL Versions 7 years 7 years ∞ Unlimited
No outphasing
Service Desk Access ✓* ✓ ✓
Contacts per Month Limited Limited Unlimited
P1 — Critical Incident Response 60 min 45 min 30 min
Incident Coverage Business Hours (9×5) Business Hours (9×5) 24×7 Global Support
Slow Query Tuning — — ✓**
Version Upgrades — — ✓**
* Access limited to incident reporting via portal and designated email.
** For business-critical slow queries causing operational problems.

Managed Support — Hands-On: We execute, we monitor, we own the outcome

Support Service Managed Professional Managed Enterprise Recommended
P1 — Critical Incident Response 45 min 30 min
P2 — High Priority Response 4 Hours 2 Hours
P3 — Standard Resolution 2 Business Days 2 Business Days
P4 — Non-Critical Maintenance 3 Business Days 3 Business Days
Dedicated Portal Access ✓ ✓
Contacts per Month Unlimited* Unlimited*
Customer Portal Users 10 15
24×7 Hands-On Remediation ✓ ✓
24×7 Hands-Off Alert Notification ✓ ✓
Change Requests ✓ ✓
24×7 Round the Clock Support ✓ ✓
Designated 9×5 Support ✓ ✓
Proactive Monitoring / Alerting ✓** ✓
Consulting ✓*** ✓
Minor Version Upgrades ✓ ✓
Major Version Upgrades — ✓
* Fair-use volume applies.
** Customized alerts / monitoring available for Enterprise only.
*** For business-critical slow queries causing problems.
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Built for Compliance Products

Support That Understands
Compliance

Scalefield Secure isn't just a database tool — it's a regulated compliance system. Our support engineers are trained on compliance workflows, audit requirements, and the nuances of multi-database environments under regulatory scrutiny.

Compliance-Aware Incident Handling

Every incident is assessed for audit impact. Our engineers know when a system outage becomes a compliance gap and respond accordingly.

TDE & Encryption Support

Full support for Transparent Data Encryption (TDE) in CYBERTEC PGEE deployments — complete data-at-rest encryption for regulatory safety.

PGEE Enterprise Edition

Scalefield Secure is the natural partner for CYBERTEC PostgreSQL Enterprise Edition — unlocking its full compliance potential with dedicated expert support.

Zero-Gap Audit Continuity

We treat audit data gaps as P1 incidents. Our team ensures WAL-stream collection never loses a record — critical for regulatory submission deadlines.

Scalefield Secure enabled support architecture
How It Works

Support Process:
Magic at Work

From the moment you raise a ticket to resolution — a structured, auditable support process that keeps your compliance posture intact throughout every incident.

01

Ticket Raised

Customer raises a ticket via the CYBERTEC Service Desk portal or designated email. The Jira-backed system creates an auditable record instantly.

02

Priority Assessment

Urgency is evaluated against our impact matrix — P1 through P4 — triggering the appropriate SLA clock and engagement path.

03

Engineer Engaged

An on-call expert is engaged immediately for high-priority issues — or a bridge call (Google Meet / Zoom) is set up for complex situations requiring direct collaboration.

04

Resolved & Documented

Resolution is documented with full traceability. Compliance-relevant incidents are flagged for your audit team with a complete incident report.

Customer onboarding process flow Customer Onboarding
Incidence response flow diagram Incident Response Flow
Proven Results

SLA Numbers
That Speak for Themselves

We don't just promise SLAs — we publish them. Our Pro Support track record shows consistent, measurable delivery that your compliance auditors can reference.

Unbeaten Time to First Response SLA Record
Unbeaten Time to Resolution SLA Record

Consistently exceeding SLA targets, measured over a rolling 12-month period.

CYBERTEC Pro Support SLA numbers: 98.4% first response, 95% resolution
Worldwide Coverage

Follow-the-Sun
Global Support

With offices and engineers across Austria, Estonia, Poland, Switzerland, Uruguay, India, and South Africa — CYBERTEC provides continuous 24/7 worldwide coverage via portal, phone, email, and video bridge. Follow-the-sun staffing means there is always a senior engineer awake and on-call, regardless of your timezone.

CYBERTEC worldwide support network across 7 countries

7 Countries

Offices across Europe, South America, Asia, and Africa ensuring no timezone gap

Senior Engineers Only

Every on-call engineer holds deep PostgreSQL and compliance system expertise

Dedicated Phone & Bridge

Direct access to engineers via phone, Jira portal, and video bridge for critical incidents

Proactive Alerting

We detect and respond to compliance anomalies before you notice them — not after

Getting Started

Onboarding in Days,
Not Months

From contract signature to first ticket — our automated onboarding kit gets your team fully provisioned with service desk access, ticketing credentials, and an escalation runbook in under 48 hours.

  • 1 Contract signed → onboarding ticket automatically created in our customer success system
  • 2 Automated kit delivered: portal access, ticketing setup, escalation contacts
  • 3 Your team opens tickets and sets priority level using our urgency impact matrix
  • 4 On-call engineers engage immediately for P1/P2 — no gatekeeping, no delays
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Customer onboarding flow from contract to first ticket

Ready to Secure Your
Compliance Infrastructure?

Talk to our team about the right support tier for your Scalefield Secure deployment. We'll help you size the SLA that matches your regulatory obligations.

Get in Touch Today
[email protected]