Introduction

Cyber Guru has made its mark in the market thanks to the effectiveness of its Cybersecurity Awareness platform, the quality of its training content, and the value of the service it provides alongside the platform. This last point—the suite of Cyber Guru Managed Support Services and how they are delivered—is the focus of this document.

The Cyber Guru Managed Support Services are operated by the Customer Success Team (CST), an internal function at Cyber Guru, and are organized into two areas:

Customer Success Management – Supports organizations in the optimal implementation of their training and education projects. This service is managed by a dedicated team, with the goal of providing organizations with expertise and guidelines to achieve their training objectives as efficiently as possible.
Service Desk (or Help Desk service) – Receives support requests and reports, forwards them to internal teams, and manages the entire process through to resolution. It also oversees KPI monitoring and operational continuity. The service is structured across multiple levels.

Scope

The Managed Services described in this document apply to the Cyber Guru Awareness platform versions 1 and 2 for new contracts signed from 01/01/2024 onward and are provided together with reseller licenses. They do not apply in this form to licenses dedicated to Managed Service Provider (MSP) partners.

Contracts signed before 01/01/2024 will follow the service delivery method defined at the time of signing.

Acronyms and Definitions

Term	Meaning
CST	Customer Success Team, the Cyber Guru function that manages support services
CSM	Customer Success Management
CSTM	Customer Success Team Manager, the person assigned to manage the service for one or more specific clients
SLA	Service Level Agreement, metrics applicable to services
KPI	Key Performance Indicators, essential performance metrics
MSP	Managed Service Provider, an entity that offers the Cyber Guru platform to the end customer along with its own front-end service
KOM	Kick off meeting, the meeting that starts the service
SAL	Work Progress Status, an ad hoc meeting to share the status of the training program

Description of the Customer Success Management Service

Customer Success Management is a service that guides organizations to ensure the highest effectiveness of their training journey, supporting the achievement of learning objectives throughout the entire program lifecycle.

This service adds value for the customer, designed to provide active support and guided assistance throughout the learning process—from onboarding to the actual launch of training (go live) and beyond, monitoring successes and ongoing improvements. If there are difficulties or slowdowns in training, the service helps the customer reposition training within the organization, suggesting proven best practices.

At the start of the service, Cyber Guru assigns a Customer Success Team Manager (CSTM) to the client organization. This person will support the client organization for the entire duration of the training program. Cyber Guru reserves the right to replace the CSTM temporarily or permanently if organizational needs arise.

The Customer Success Management service is designed to give the client organization broad flexibility in choosing which activities to request and receive, with only two requirements: staying within the maximum number of hours defined by the contract and holding the mandatory Kick off meeting at the start of the training program. While the number of hours provided has been carefully calculated by Cyber Guru to be sufficient for optimal management of the training program, client organizations wishing to assign more activities to Cyber Guru can purchase additional packages in increments of at least 8 hours.

Following this approach, the client organization can request the activities listed in the table below.

Activity	Description	Minimum hours required per request*
	Onboarding process
Kick-off Meeting	Mandatory activity – A meeting that explains the course structure and onboarding process to the client contacts, clarifying the steps and activities needed to start training.	1
Support for checking and initial upload of the User List	Recommended action – The client prepares the CSV file following the format and rules provided by Cyber Guru; the service imports the users, demonstrating the actions the client can later perform independently, and verifies the correctness of the import. Alternatively, the service can guide the company contact through their first independent upload.	1
Support for whitelisting/phishing report	Recommended action – The service supports the client’s technical staff in configuring whitelisting or automated phishing reporting as described in Cyber Guru’s technical documentation.	1
SSO Integration	Action upon client request – Platform configuration to authenticate users by integrating with the client’s Identity Provider, and support for the client in configuring their own provider as described in Cyber Guru’s technical documentation.	0.5
Pre-GO LIVE coordination	Action upon client request – The service helps the client verify the status of activities before GO LIVE to ensure all necessary steps have been properly completed.	0.5
Support for release planning	Action upon client request – Planning the release of training content for future scheduling. The service helps define the release calendar.	0.5
User list check and upload by CST	Action upon client request – The service helps the client verify the user list’s accuracy according to the format and rules provided by Cyber Guru. Change requests must be submitted monthly, with a lead time of 5 business days.	3
Support for internal communications	Action upon client request – The service assists the client with their communication plan, helping draft messages to employees both before GO LIVE and during training. This is a recommended activity for GO LIVE communications.	1
Customization of launch or enrollment email	Action upon client request – Preparing a custom communication template for the training launch, different from the platform’s standard template.	1
Release of standard training plan	Action upon client request – Drafting a training plan that describes the training content, methodology, and schedule.	1
	Services during the program (post go live)
Support for platform use or additional coordination, analysis, or review meetings	Action upon client request – A meeting where the client requests further support for launching the training program beyond what is covered above.	1
Support for updating the User List	Action upon client request – Support in verifying the user list’s accuracy according to the format and rules provided by Cyber Guru. Uploading the user list to the platform after preliminary checks.	2
Creation of a new phishing template	Action upon client request – Creating one phishing simulation template based on client specifications. Uploading to the platform and testing.	4
Proposing and implementing extra activities	Action upon client request – The CSM service can set up custom phishing campaigns (e.g., remediation or themed campaigns like Christmas, Black Friday, etc.).	2
Support for testing a phishing campaign	Action upon client request – The service can guide the client through the process of checking and testing a phishing campaign created by the Machine Learning engine.	0.5
SAL meeting	Recommended at least once a year, mid-term SAL – This meeting analyzes the status of the training program, providing a review and discussion of training progress. Based on the results, best practices can be shared. The SAL includes discussion of training results and any corrective or recovery actions.	1
LDAP Integration	Action upon client request – Integration with the client’s AD to automatically synchronize the user database (without manual user list uploads). Feasibility must always be assessed in advance with the client.	8 (depending on requirements)
Custom reports based on client needs beyond what is available on the platform	Action upon client request – The client can request ad hoc reports not available on the platform. A feasibility analysis will be performed with a predetermined hourly estimate regardless of the outcome, and the work will proceed upon client confirmation of the estimated time required.	4 (depending on requirements)

*The hours listed in the table refer to each individual service request. If an activity extends beyond the minimum time due to objective factors dependent on the client organization, the time will be documented and the consumption will be calculated based on the actual duration of the activity.

For activities described as “support for…”, Cyber Guru provides assistance in carrying out the activity itself, while the client organization is responsible (Accountable) for the elements that determine the success of the activity: choices related to the options offered by the platform, meeting preliminary requirements, performing technical activities on the client’s systems, etc.

The minimum billing unit for each individual activity is 30 minutes. The indicated times include organizational and management activities internal to Cyber Guru.

Unused hours within the license year to which they are assigned do not carry over to any subsequent years.

In addition to the above, the Customer Success Management service operates as described in section 6.

Description of the Service Desk (or Help Desk Service)

The Service Desk is structured with an interface for the client organization, acting as the Single Point of Contact (SPoC), and an internal communication system directed at other functions that manage specific aspects of the support service.

The client organization must contact the Service Desk using the communication systems defined in section 6.2. At the same time, the roles from both the Service and the client organization authorized to send communications and requests will be designated. The Service Desk can also be contacted by the end user in the cases described below and in the manner outlined in chapter 6.

The types of requests that may be submitted to the Service Desk are:

Incident management – reporting of any service disruptions or malfunctions;
Request fulfillment – receiving service requests (Service Requests) for minor or standard changes (e.g., password resets, configurations related to routine management, requests to schedule phishing campaigns or release awareness content, etc.).

In addition to the above, the Service Desk operates as described in section 6 with no limit to the number of requests.

How Support Services Are Delivered

The services described above are provided according to the methods outlined in the following paragraphs.

Service Start and Duration

The service activation procedure is structured as follows.

Receipt of service activation email: The client receives an email containing the details of the purchased service, including contract terms, service activation and expiration dates, allocated CSM hours, purchase order, purchased services with the corresponding number of licenses, platform access link, username, and password.

Acceptance of terms: The client must access the platform via the provided link, review and accept the contract terms, including the EULA (End User License Agreement), SLA (Service Level Agreement), and data processing responsibility appointment. This step is mandatory to proceed with the activities.

Kick-off Meeting: The Customer Success Team (CST) schedules a kick-off meeting with the client (see par. 4), marking the start of the onboarding phase that precedes the training launch (GO LIVE).

Service duration: The service duration is determined by the contract terms, starting from the date the activation email is received and ending on the expiration date indicated in the same email.

Content delivery: Content will be delivered by the service expiration date and not beyond.

Post-expiration: After the service expires, the platform remains accessible for an additional 30 days to allow the client to access content and download available reports from the platform.

After this period, the platform will be closed and the CST will no longer be required to provide support.

90 days after the service expiration, all data on the platform will be deleted.

If the service is renewed before the expiration date, training and CST support will continue without interruption.

How to Request Service

Support requests must be submitted in writing and sent exclusively to support@cyberguru.eu. Any requests announced by authorized representatives of the client organization through other channels (e.g., during a video call, phone call, or message sent to another address) must subsequently be formalized by the same individuals to the above email address in order to be managed according to the procedures set out in the service agreement.

The following individuals can submit a support request:

The Service Representative of the client organization for the types of CST support requests mentioned in par. 4;
A user from the client organization who has been assigned a Cyber Guru license, sending the request from an email address with the client’s domain, for password reset requests or incident reports.

For inquiries from the client organization’s representative, clarification requests, or status update requests, you can write to support@cyberguru.eu and schedule a meeting.

Service Level Agreement

For Service Level Agreements, please refer to the contract terms.

Service Hours

The platform is available 24/7, with minimum operational continuity levels defined in the contract documents.

Support Services are available from 9:00 AM to 6:00 PM CET (Central European Time) on business days (Monday to Friday, excluding Italian national holidays).

Deliverables

During the service period, specific documents (deliverables) will be produced:

Minutes of kick-off and status update meetings
Product and process documentation
- User manual
- Supervisor manual
- Team leader manual
- Onboarding slides presented during the Kick-off Meeting
- Communication plan
- FAQ
Technical documents for system configuration

Tracking System

The system for tracking requests and time spent delivering services is managed by Cyber Guru and is the only system recognized for the purposes of the Support contract. The client may, at their discretion, use their own systems, but no integrations with these are provided.

Receiving a new request sent to support@cyberguru.eu generates a ticket, which is automatically assigned a unique identification number to facilitate recognition in future communications.

The system records the main ticket management events for contractual purposes (opening, closing, outcome).

For each requested activity (see par. 4), at the end of the activity, a communication will be sent with the total hours provided and a breakdown of the activities.

Service Delivery Location

The platforms are hosted on cloud infrastructures managed by Cyber Guru, located within the European Union.

Support is provided remotely via videoconference and email communications.

Language

Support is primarily provided in Italian, or alternatively in English, French, and Spanish.

Requirements

During the Kick-off Meeting, the client must appoint a contact person who will receive all communications related to the service.

To ensure the start of training, the client must complete the following activities:

Provide 2 logos;
Provide a user list in the required format; otherwise, it will not be compatible for upload to the platform;
Implement a whitelisting procedure so that emails (phishing, awareness, and channel) are correctly delivered to users and video content can be accessed properly.

The above activities are the client’s responsibility. The onboarding phase lasts about 1 month, depending on the timing of the activities mentioned above.

If the onboarding phase lasts more than 1 month, training will still be guaranteed by scheduling the release of training content and training campaigns more frequently to ensure training is completed before the purchased licenses expire.

It is recommended, in any case, to keep the onboarding phase within the standard one-month period.

Exclusions

Anything not expressly stated in the previous sections is excluded from the service.

Conclusions

The set of services provided by Cyber Guru aims to:

control and manage the process and delivery of Cyber Security services through e-learning platforms;
support the organization in delivering the service;
monitor the project;
support the organization in analyzing the results of delivered projects.

According to the guidelines outlined in the previous paragraphs.

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