> ## Documentation Index
> Fetch the complete documentation index at: https://docs.weborion.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support

> Get in touch with the CloudsineAI team for technical assistance with WebOrion Defacement Monitor.

If you need help with WebOrion Defacement Monitor, the CloudsineAI support team is available through the following channels.

## Contact

| Channel          | Details                                                                  |
| ---------------- | ------------------------------------------------------------------------ |
| **Email**        | [custsupport@cloudsine.tech](mailto:custsupport@cloudsine.tech)          |
| **Contact form** | [www.cloudsine.tech/contact-us/](https://www.cloudsine.tech/contact-us/) |

***

## Severity levels

### Severity 1 — Critical

Incidents causing significant impact on operations. Examples include:

* Complete outage of WebOrion Monitoring Services
* Monitoring halted for more than 5× the polling interval
* Front-end portal continuously inaccessible for more than 1 hour

|                          |                                 |
| ------------------------ | ------------------------------- |
| **Support availability** | 24×7                            |
| **Response time**        | Within 30 minutes (remote)      |
| **Continuity plan**      | Within 12–24 hours              |
| **Contact method**       | Reach out to our support number |

***

### Severity 2 — Minor

Issues causing minimal impact with a workaround available. Examples include:

* Front-end portal intermittently inaccessible for more than 1 hour
* Request for onboarding/offboarding of user accounts
* Security checks (CVE assessment with CVSS score > 9)

|                          |                                                                       |
| ------------------------ | --------------------------------------------------------------------- |
| **Support availability** | 8×5×NBD                                                               |
| **Response time**        | 3 business days                                                       |
| **Contact method**       | Email [custsupport@cloudsine.tech](mailto:custsupport@cloudsine.tech) |

***

### Severity 3 — Informational

General inquiries or requests not impacting operations. Examples include:

* External integration support (e.g. SIEM)
* Request for onboarding/offboarding of URLs
* Security checks (CVE assessment with CVSS score \< 9)
* Feature requests
* Knowledge transfer
* Alert investigations and subsequent fine-tuning
* Configuration enquiries

|                          |                                                                       |
| ------------------------ | --------------------------------------------------------------------- |
| **Support availability** | 8×5×NBD                                                               |
| **Response time**        | 1 week                                                                |
| **Resolution time**      | Best efforts                                                          |
| **Contact method**       | Email [custsupport@cloudsine.tech](mailto:custsupport@cloudsine.tech) |