It is completely normal to have questions about your scorecard or improvement plan after your results are published. Whether you want to understand how a specific score was calculated, query a particular finding, or simply get more detail on your results, CyberVadis offers several ways to help.
Your performance report
For every published scorecard, CyberVadis provides a Performance Report - an Excel file containing a complete record of your assessment. The report includes:
Every question in your questionnaire
Your responses to each question
The evidence you attached to each answer
Whether each control was scored fully, partially, or not at all
The Performance Report is the most detailed view of your assessment available and is the best starting point if you want to understand exactly how your score was calculated. Download it directly from your scorecard on the CyberVadis platform at app.cybervadis.com/performance.
If you have trouble accessing or downloading your Performance Report, contact support@cybervadis.com.
Option 1: written response from your analyst (complimentary)
Submit a list of specific questions and we will route them directly to the analyst who conducted your assessment. You will receive a detailed written response by email within 5 working days. There is no additional cost for this option.
To use this option, submit your questions via our Customer Experience team at support@cybervadis.com. The more specific your questions are, the more detailed and useful the response will be.
Common questions vendors ask at this stage include:
Why did a specific control receive a partial or zero score?
What additional evidence would have been needed to receive full credit for a particular answer?
How was a specific function score calculated relative to the overall score?
What does a specific risk area in the improvement plan mean in practice?
Option 2: live evaluation debrief (paid)
Book a one-hour web conference with an expert CyberVadis analyst for a collaborative, in-depth review of your results. This option is suited to those who want a real-time conversation about their scorecard, their improvement priorities, or their strategy for the next assessment cycle.
To get the most out of the session, you must submit a list of specific discussion points in advance so our analyst can prepare thoroughly. Sessions without a prepared agenda cannot be as productive.
To schedule your evaluation debrief, contact us at support@cybervadis.com.
If you believe there has been a factual error in your assessment
If you believe your results contain a factual error, such as an incorrect score for a control you evidenced fully, contact our Customer Experience team directly at support@cybervadis.com. Please include the control reference, your declared answer, and the name of the evidence you uploaded. Our team will review your case and come back to you within 5 working days.
If you are disappointed with your score
If your score is lower than expected, your improvement plan is the best starting point. It identifies the specific controls where gaps were found and shows the expected impact of addressing each one. See [How to use the Improvement Plan to strengthen your security posture] for guidance on how to work through it.
Remember, a lower score is not a setback, it is a clear picture of where to focus next. Our team is here to support you through your improvement journey, not just the assessment itself.
Whether you have questions about your results, need guidance on prioritizing your next steps, or simply want to talk through your options, do not hesitate to reach out at support@cybervadis.com. We would love to help you get there.