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Support Policy Update - Case Closure for Inactive Support Cases

Summary: This article is a notice to customers that cases in Pending - Customer state will be closed after 15 days of inactivity. You will receive email notice on day 7 and 10, the case will close on day 15. Question_md: Why am I receiving an automated Case Closure email?

Answer_md: Overview

To ensure timely and efficient support, we have implemented a policy for closing inactive support cases. A case is considered inactive when there is no response from the customer for 15 consecutive days.

Inactivity and Closure Timeline

• Day 7: First email reminder will be sent, advising that the case is at risk of closure.

• Day 10: Second reminder will be sent if there is still no customer response.

• Day 15: Final email will be sent notifying of automatic case closure due to inactivity.

Customer Action Required

To keep your case open, please respond to our support team via the existing case thread within the 15-day period.

Reopening Closed Cases

If a case is closed but the issue persists, customers can reopen the case by replying to the closure email or by opening a new support request referencing the original case ID.

Need Help?

For further assistance, please contact our support team through the support.cyberhaven.com.