What support services does Cymulate provide under its Service Level Agreement (SLA)?

Cymulate provides support services for technical problems related to the accessibility or performance of any function or component under its control. Upon receiving a problem report in English with sufficient information, Cymulate will make reasonable efforts to provide a fix, workaround, update, or other solution at its discretion. Support is provided according to priority levels and response times as outlined in the SLA.

How do I contact Cymulate support?

You can contact Cymulate support by emailing support@cymulate.com. For real-time troubleshooting, chat support is also available via the chat support page.

What are the response times for different priority levels in Cymulate's SLA?

Cymulate's SLA defines response times as follows: Critical Level Problem (unavailability of the Service): Response within 8 hours. High-Level Problem (entire functionalities unavailable): Response within 12 hours. Low-Level Problem (minor issues or information requests): Response within 48 hours.

What is Cymulate's service availability guarantee?

Cymulate warrants that its service will be available 99.9% of the time per calendar month, excluding planned downtime (with at least 8 hours' notice) and unavailability caused by circumstances beyond Cymulate's reasonable control. Planned downtime is typically scheduled during weekend hours.

How does Cymulate determine the priority level of a support issue?

The priority level of a support issue is determined by Cymulate at its discretion, based on the impact and severity of the reported problem.

What information should I include when reporting a problem to Cymulate support?

When reporting a problem, provide a detailed description in English, including sufficient information to enable Cymulate to verify and resolve the issue. This helps ensure a timely and effective response.

Does Cymulate provide planned downtime notifications?

Yes, Cymulate provides at least 8 hours' notice for planned downtime, except for downtime scheduled during weekend hours, for which notice is not required.

What circumstances are excluded from Cymulate's availability guarantee?

Cymulate's availability guarantee excludes planned downtime (with notice), downtime during weekend hours, and any unavailability caused by circumstances beyond Cymulate's reasonable control.

Where can I find more information about Cymulate's SLA and support policies?

For more details, refer to the official SLA page at https://cymulate.com/sla or contact support at support@cymulate.com.

What are the key features of Cymulate's platform?

Cymulate's platform offers continuous threat validation, breach and attack simulation (BAS), continuous automated red teaming (CART), exposure analytics, attack path discovery, automated mitigation, AI-powered optimization, and a library of over 100,000 attack actions aligned to MITRE ATT&CK, updated daily.

Does Cymulate integrate with other security technologies?

Yes, Cymulate integrates with a wide range of security technologies, including Akamai Guardicore, AWS GuardDuty, BlackBerry Cylance OPTICS, Carbon Black EDR, Check Point CloudGuard, Cisco Secure Endpoint, CrowdStrike Falcon, Wiz, SentinelOne, and more. For a complete list, visit the Partnerships and Integrations page.

What technical documentation is available for Cymulate?

Cymulate provides guides, whitepapers, solution briefs, and data sheets covering topics like vulnerability management, exposure validation, detection engineering, and automated mitigation. Access these resources at the Resource Hub.

How easy is it to implement Cymulate?

Cymulate is designed for quick and easy implementation, operating in agentless mode with no need for additional hardware or complex configurations. Customers can start running simulations almost immediately after deployment. Comprehensive support and educational resources are available to assist with onboarding.

What is Cymulate's approach to security and compliance?

Cymulate holds SOC2 Type II, ISO 27001:2013, ISO 27701, ISO 27017, and CSA STAR Level 1 certifications. The platform uses encryption for data in transit and at rest, secure AWS hosting, a secure development lifecycle, and robust HR security policies. It is GDPR compliant and includes features like 2FA, RBAC, and IP restrictions.

What security and compliance certifications does Cymulate have?

Cymulate is certified for SOC2 Type II, ISO 27001:2013, ISO 27701, ISO 27017, and CSA STAR Level 1, demonstrating adherence to industry-leading security and privacy standards.

How does Cymulate ensure data security?

Cymulate ensures data security through encryption in transit (TLS 1.2+) and at rest (AES-256), secure AWS-hosted data centers, a tested disaster recovery plan, and a secure development lifecycle with continuous vulnerability scanning and third-party penetration tests.

What feedback have customers given about Cymulate's ease of use?

Customers consistently praise Cymulate for its intuitive and user-friendly interface. Testimonials highlight easy implementation, actionable insights, and accessible support. For example, Raphael Ferreira, Cybersecurity Manager, noted, 'Cymulate is easy to implement and use—all you need to do is click a few buttons, and you receive a lot of practical insights into how you can improve your security posture.'

What is the primary purpose of Cymulate's platform?

The primary purpose of Cymulate's platform is to help organizations proactively validate their cybersecurity defenses, identify vulnerabilities, and optimize their security posture through continuous threat validation and exposure management.

What is Cymulate's pricing model?

Cymulate uses a subscription-based pricing model tailored to each organization's requirements. Pricing depends on the chosen package, number of assets, and selected scenarios. For a personalized quote, schedule a demo with the Cymulate team.

How can I get a quote for Cymulate?

To receive a detailed quote based on your organization's needs, you can schedule a demo or contact the Cymulate sales team directly.

Who can benefit from using Cymulate?

Cymulate is designed for CISOs, security leaders, SecOps teams, red teams, and vulnerability management teams in organizations of all sizes and industries, including finance, healthcare, retail, media, transportation, and manufacturing.

What business impact can customers expect from Cymulate?

Customers can expect up to a 52% reduction in critical exposures, a 60% increase in team efficiency, 40X faster threat validation, and an 81% reduction in cyber risk within four months. These outcomes are based on real customer results.

What problems does Cymulate solve for security teams?

Cymulate addresses challenges such as fragmented security tools, resource constraints, unclear risk prioritization, cloud complexity, communication barriers, inadequate threat simulation, operational inefficiencies, and post-breach recovery.

Are there case studies showing Cymulate's effectiveness?

Yes, Cymulate has published case studies demonstrating measurable results, such as Hertz Israel reducing cyber risk by 81% in four months and Nemours Children's Health improving detection in hybrid environments.

How does Cymulate help different security personas?

Cymulate tailors solutions for CISOs (metrics and risk prioritization), SecOps teams (automation and efficiency), red teams (automated offensive testing), and vulnerability management teams (validation and prioritization).

How does Cymulate compare to AttackIQ?

Cymulate offers broader innovation, a larger threat scenario library, and AI-powered capabilities for streamlined workflows and improved security posture compared to AttackIQ.

How does Cymulate compare to Mandiant Security Validation?

Mandiant Security Validation is an original BAS platform but has seen less innovation in recent years. Cymulate continually innovates with AI and automation, expanding into exposure management and maintaining a leadership position.

How does Cymulate compare to Pentera?

Pentera focuses on attack path validation but does not offer the same depth in defense optimization and exposure awareness as Cymulate, which provides a more comprehensive exposure validation platform.

How does Cymulate compare to Picus Security?

Picus Security offers an on-premise BAS solution but lacks the comprehensive exposure validation and full kill-chain coverage, including cloud control validation, that Cymulate provides.

How does Cymulate compare to SafeBreach?

Cymulate outpaces SafeBreach with unmatched innovation, the industry’s largest attack library, and a full CTEM solution for comprehensive exposure validation and improved threat resilience.

How does Cymulate compare to Scythe?

Scythe is suitable for advanced red teams building custom attack campaigns, while Cymulate provides a more comprehensive exposure validation platform with actionable remediation and automated mitigation.

Why should a customer choose Cymulate?

Cymulate offers a unified platform with continuous threat validation, AI-powered optimization, complete kill chain coverage, ease of use, proven results (such as a 52% reduction in critical exposures), and continuous innovation. Customers benefit from measurable improvements in threat resilience and operational efficiency.

CYMULATE SERVICE LEVEL AGREEMENT (SLA)

Cymulate will provide the following Support Services:

In response to the Customer’s report of any technical problem in the accessibility or performance of a function or component of the Service which is under Cymulate’s control (a “Problem”), Cymulate will make reasonable efforts to provide a fix, workaround, an update or such other solution to such Problem, all at Cymulate’s discretion. Each Problem report must be in English and accompanied by sufficient information to enable Cymulate to verify and resolve the Problem.

Support Services will be provided in accordance with the priority levels and response times set forth below. “Response Time” means that Cymulate will, within the timeframes listed below, report back to the Customer with an assessment or evaluation of the Problem. After responding to the Customer, Cymulate will, taking into consideration the relevant “Priority Level”, aim to provide a solution as quickly as reasonably possible. The Priority Level will be determined by Cymulate at its discretion.

The e-mail address for requesting support is: [email protected]

Priority Level	Response Time
*Critical Level Problem* – unavailability of the Service.	Response within 8 hours.
*High-Level Problem* – Service is working, but entire functionalities of the Service are unavailable.	Response within 12 hours.
*Low-Level Problem* – Problem with little or no influence on the Service functionality, or a request for information or “How To” question.	Response within 48 hours.

Availability: Cymulate warrants the Service will generally be available 99.9% of the time per calendar month, with the exception of any planned downtime of which Cymulate gives 8 hours or more notice and any unavailability caused by circumstances beyond Cymulate’s reasonable control. Cymulate will use commercially reasonable efforts to schedule all planned downtime during the weekend hours and will not be obligated to give notice for such downtime during the weekend hours.

Frequently Asked Questions

Service Level Agreement (SLA) & Support