Shipping, Handling & Returns
Q
What shipping method does Cybera use to ship the Cybera appliance and how can I track the shipping?
A
Cybera Inc. typically uses FedEx Ground for shipping. After your order is processed, configured, and shipped you will receive a packing list via email which will contain the equipment items shipped, the SN’s, the MAC addresses, the tracking numbers associated with the shipment, and the tracking numbers associated with the return shipment label just in case you need it to send something back.
Q
What should I do if my Cybera appliance arrives damaged?
A
If you receive a damaged Cybera appliance please contact us as soon as possible so we can send you a replacement via overnight delivery. You can contact us via the online support request form, you can call 1.866.4CYBERA (1.866.429.2372), or you can email support@cybera.net.
Q
How do I return a defective Cybera appliance?
A
Every Cybera appliance shipment contains a return label that you would use in this situation. However, first you should contact Support before sending any appliance back so our team can troubleshoot and possibly fix the issue remotely. You can contact us via the online support request form, you can call 1.866.4CYBERA (1.866.429.2372), or you can email support@cybera.net.
If you lose the original return label, contact us and we will either e-mail you a new label or have FedEx come to your site with a label and pick it up.
Support & Service
Q
What should I do if I encounter payment processing issues with my Cybera appliance?
A
You should contact Support by calling 1.866.4CYBERA (1.866.429.2372), emailing support@cybera.net, or you can fill out the online support request form.
Q
I have a billing question. Who do I contact?
A
You can either email billing@cybera.net or call 1.866.4CYBERA (1.866.429.2372).
Q
How do I request a billing adjustment?
A
Click to download the billing adjustment request form. Once you have downloaded the form, you may either complete it by hand or fill it out on your computer. Please return the completed form via email to billing@cybera.net, fax, or mail it to your Cybera accounting contact for processing.
Q
How do I request a disconnect?
A
Use the Cybera Disconnect Form to request a disconnect. Per your Master Service Agreement, all disconnect requests are still to be submitted via email to orders@cybera.net. All disconnects require a thirty day notice. Any disconnect ordered prior to term expiration will be subject to disconnect fees as described in your Master Service Agreement. A disconnect order for a primary circuit will also result in disconnection of any back-up circuit and other services associated with the service location of the primary circuit.
