Support Center

We respond to all support inquiries within 24 hours. For enterprise clients with active service level agreements, response times are guaranteed within 4 hours during business hours. Critical issues are escalated immediately to our technical team.

Yes. Every product deployment includes comprehensive onboarding for administrators and key users. We also offer ongoing training through CyberBill Academy, documentation and periodic refresher sessions. Enterprise clients receive dedicated onboarding support tailored to their institutional needs.

Our standard support hours are Monday to Friday, 8:00 AM to 6:00 PM West Africa Time (WAT). Enterprise clients with premium support agreements have access to extended hours and weekend coverage. Critical system issues are monitored 24/7 for all deployed platforms.

Feature requests and customization inquiries can be submitted through our support email or discussed directly with your account manager. Enterprise clients have access to our product roadmap and can influence development priorities based on their institutional requirements.

All platforms are built with enterprise-grade security including encryption at rest and in transit, role-based access control, and comprehensive audit logging. Data is stored on secure cloud infrastructure with options for in-country data residency to meet regulatory and sovereignty requirements.