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. Our support engineers take the time to understand your industrial control system (ICS)—whether we implemented it or are supporting a third-party design—so you get the expert help you need to minimize downtime and keep operations running smoothly.

We offer two coordinated support contract types—Maintenance and Time & Material (T&M)—designed to work together to keep your system running reliably. Maintenance focuses on proactive monitoring and diagnostics, while T&M covers the engineering time needed to resolve any issues that are identified.

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 Monitoring and System Oversight

Our Maintenance Support Contracts provide structured, proactive oversight of your control system environment. We monitor your system, review alerts, perform diagnostics, and keep your infrastructure current—so issues are identified before they interrupt operations.

What’s typically included:

• Scheduled diagnostics, reports, and technical support visits
• OS, application, and firmware patching (timed with downtime windows)
• 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

Important to note: Maintenance contracts are monitoring and maintenance-focused. If issues are discovered during routine checks or via system alerts, resolution of those issues is handled under your T&M support contract. This allows flexibility, since the scope of the issue—and the time or resources required to fix it—can vary.

T&M Support Contracts: On-Demand Engineering Time 

Our Time & Material (T&M) Support Contracts give you fast access to Cybertrol’s engineering team whenever you need help—whether it’s urgent troubleshooting, planned updates, or system changes.

T&M contracts are also used to perform any corrective work identified during proactive monitoring under a Maintenance contract. For customers with both contracts, this pairing ensures that issues are not only discovered but resolved efficiently.

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

A T&M contract is a great fit for facilities that want flexible, expert support without a fixed schedule. If you only have a T&M contract, our team is ready to respond whenever you reach out—but we won’t proactively monitor or perform scheduled system reviews unless a Maintenance contract is also in place.

Why You Need Both Contracts

Maintenance and T&M contracts are not either/or—they work together to provide comprehensive support:

• Maintenance gives you proactive, scheduled system oversight
• T&M covers the engineering time needed to fix issues or complete work

By combining both, we can detect and address problems more efficiently—keeping your operations running smoothly and helping you avoid costly downtime.

Let’s Make Support Simple

Cybertrol support contracts combine proactive maintenance with flexible, expert response—helping you minimize downtime, protect your investment, and keep your operations running smoothly. Contact us today to learn how our tailored support solutions can meet your facility’s unique needs.