Contacting Vali Cyber Support 

How to Contact the Vali Cyber Support Team

Vali Cyber is committed to providing machine-speed detection and response targeting the latest cybersecurity threats against Linux systems. We strive to deliver intuitive, efficient, and flexible software, but we understand that issues arise that need our support team's backing. 

There are two (2) methods of submitting a Ticket to the Support Team. 

1. Email using the Support email address: support@valicyber.com
   or
2. The Support Portal by selecting: Open/Manage Support Request 

E-Mail Support 

Vali Cyber responds to support requests sent via email. The email address for support is support@valicyber.com. Reaching out to Vali Cyber through email is a fast and easy method for resolving issues.  

 Make sure to include the following information in your email:  

• Application Name and Version  
• Issue Type:  

• • Installation and/or upgrade  
  • Solution configuration and deployment  
  • Server connectivity  
  • Malware detection  

• Severity (Seriousness of the issue. Please see Severity Levels table below for more information.)  

•  Your name and phone – Include the company name, city, and state. Additionally, please indicate the best time to reach you concerning the issue. 

Vali Cyber strives to continuously provide our customers with the best possible service. On receipt of your email, a response indicating that your issue has been received and a support ticket created, will immediately be sent. 

For new tickets, you will be provided a ticket number for later referencing of the issue. The support representative best suited to respond to your case will examine the issue and contact you to resolve the issue. A Vali Cyber representative will reply directly from the ticket via email. 

All correspondence regarding the case is contained in the ticket-email history.   

Telephone Support 

Vali Cyber support personnel are also available to receive support requests by telephone. The phone number for support is 1-866-723-6179.  

For calls after 8:00 pm EST and on weekends concerning Severity Level 1* issues, those where the Customer's production system is down, you will be connected to a support representative who will resolve your issue as rapidly as is possible.  

*For Severity Levels see table below* 

Hours 

The business hours for Customer Support are M-F 6:00 am – 8:00 pm EST, excluding holidays. 

Vali Cyber Support Portal   

The Support Portal gives you a single point of access to create and manage support tickets, forums and search the Vali Cyber Knowledge Base. 

The following can also be found in the Vali Cyber Support Center: 

• • Downloads, including service packs and hot fixes  
  • Supported release documentation 
  • Release notes and installation guides  
  • Technical support lifecycle 
  • Contact information  

Log in to https://support.valicyber.com .  As a customer, you’ll automatically see Vali Cyber’s main support portal. 

To open a ticket, click Open/Manage Support Request which opens the screen below.

Severity Levels