Not sure who to contact? Use this guide to find the right team for your question or issue. Reaching the right person first means a faster, more helpful response.
During your assessment journey
For any question arising from the moment you register through to the publication of your scorecard, including registration, qualification, questionnaire completion, scope, deadline extensions, document uploads, or anything else related to the active assessment process:
Contact your dedicated account manager or at account.management@cybervadis.com
This includes:
Registration and onboarding questions
Scope clarification or changes
Qualification questionnaire queries
Questionnaire deadline and extension requests
Questions about specific questions or controls during the assessment
ISO 27001 certificate upload or prefill queries
AI prefill questions
Colleague access and user management during the assessment
Any other query while your assessment is in progress and before your scorecard is published
After your scorecard is published
For any question arising after your scorecard has been published, including results interpretation, improvement plan support, reassessments, sharing your scorecard, and anything else related to your ongoing subscription:
Contact our Customer Experience team at support@cybervadis.com
This includes:
Questions about your scorecard or performance report
Improvement plan guidance
Reassessment requests and support
Score revision queries
Sharing settings and partner access
Medals and badges
EASM report questions
Any other query during your active subscription after scorecard publication
General support
For platform access issues, technical problems, account recovery, or any query not covered by the categories above:
Contact our Customer Experience team at support@cybervadis.com
Our Customer Experience team is available 18 hours a day, five days a week.
Billing and invoicing
For invoice queries, payment questions, PO number requests, billing detail corrections, or subscription pricing questions:
Contact our billing team at invoices@cybervadis.com
Security concerns
For suspected data breaches, unauthorized access to your account or data, or security weaknesses you have identified in the CyberVadis platform:
Contact our information security team at infosec@cybervadis.com
For confidentiality concerns about how your documents or results are being handled, contact your dedicated account manager or at account.management@cybervadis.com
Not sure who to contact?
If you are not sure which team handles your query, start with our Customer Experience team at support@cybervadis.com and we will direct you to the right person.
Useful links
For self-service help before contacting us, the following articles cover the most common issues:
Account access and recovery: [Can't access your account? How to recover it]
Platform performance issues: [Screen freezing or platform not loading? Troubleshooting guide]
Questionnaire deadline and extensions: [Questionnaire deadline: how to track it and request an extension]
Understanding your results: [I disagree with my results or have questions about them]
Improvement plan and reassessment: [I have worked on my Improvement Plan - how do I get my score updated?]