Why a Cybertrol Support Contract is Essential for Minimizing Downtime

When everything’s running smoothly in your manufacturing plant, it’s easy to forget just how many interconnected systems are keeping your operations on track. But when something fails—whether it’s a server crash, expired license, or cybersecurity threat—the true value of reliable support becomes clear.

That’s where a Cybertrol Engineering support contract comes in. Whether you want ongoing, proactive maintenance or the reassurance of responsive help when issues arise, our support agreements give you direct access to the same engineers who built your system. You get faster resolution, reduced downtime, and long-term confidence in your industrial control system (ICS).

We offer two flexible support contract options: Maintenance and Time & Material (T&M). Here’s what you can expect with each—and how both can help protect your system and your productivity.

Why a Support Contract Makes a Difference

Cybertrol’s support contracts go far beyond one-time fixes. With a support agreement, you’ll benefit from:

• Faster response times and priority access to our engineering team
• Proactive maintenance to stay ahead of software, firmware, and hardware issues
• Annual system diagnostics to catch small issues before they become major problems
• Reliable backup and recovery using off-site storage and Veeam tools
• Cybersecurity support, including antivirus updates and vulnerability patching
• Simplified asset management, with renewals, licensing, and documentation handled for you

We work behind the scenes so your team can focus on operations—not IT and OT headaches.

Maintenance Support Contracts: Proactive, Predictable, and Hands-Off

Our Maintenance Support Contracts are designed for facilities that want a structured, comprehensive approach to support. With regularly scheduled service, diagnostics, and system updates, you’ll have peace of mind that your infrastructure is being actively managed by experts.

What’s typically included:

• Scheduled diagnostics, reports, and technical support visits
• OS, application, and firmware patching (timed with downtime)
• Software license renewals (VMware, ThinManager, Symantec, Duo, etc.)
• Hardware warranty management (SAN, servers, UPS, firewalls)
• Off-site application backups and Veeam-powered backup services
• Antivirus updates and cybersecurity support
• Backup and system monitoring with email alerts
• Time synchronization and redundancy checks

It’s a great fit for manufacturers who want consistent oversight and a proactive partner keeping their system secure and optimized.

T&M Support Contracts: Flexible, On-Demand Expertise

Our Time & Material Support Contracts give you the flexibility to request help only when you need it. This model is ideal for facilities that have internal support capabilities but want fast access to Cybertrol’s engineers for urgent issues, scheduled updates, or occasional troubleshooting.

What’s typically included:

• 24/7 remote engineering support
• Customer-initiated requests for urgent or planned work
• Critical alerts automatically escalated (e.g., VMware, backup, hardware failures)
• Pay-as-you-go billing for engineering time and services
• Response within 15 minutes or less for urgent cases
• Next business day service for non-urgent requests

This contract structure offers a safety net without the commitment of a fixed maintenance schedule—ideal for teams who want responsive support but manage most day-to-day tasks in-house.

Choose the Support That Fits Your Operation

No matter which support contract you choose, you’ll get access to the same team of experienced engineers who understand your system—and are ready to keep it running smoothly.

• Choose Maintenance for scheduled, proactive care and full system oversight
• Choose T&M for flexible, on-demand support you can use as needed

Both contract types can be tailored to your system architecture, in-house capabilities, and operational goals—so you get exactly the level of service your facility needs. We’re here to help you minimize risk, maximize uptime, and stay ahead of the unexpected.

Let’s Make Support Simple

Ready to take the guesswork out of ICS support? Contact us today to explore which support contract is the best fit for your operation. We’ll help you protect your investment and stay focused on production.