How we provide support
We provide support through documentation, direct email assistance, remote diagnostics, and software updates when needed.
Our goal is to help you understand, configure, troubleshoot, and maintain your Cyanview systems as efficiently as possible.
Documentation first
This support site is continuously improved with product information, configuration examples, troubleshooting steps, camera integration notes, known workflows, and repair information.
We are also working on new tools to make the documentation easier to search and interact with, so customers and system integrators can find answers more efficiently.
Official support channel
For technical questions, please contact us through the official support email:
support@cyanview.comWe give priority to this channel because it allows us to track requests properly, involve the right people, and follow up more reliably than through private emails, chat messages, text messages, or phone calls.
A clear written request is usually the fastest way for us to help. It gives us the information we need to understand the issue, check the context, reproduce the problem when needed, and provide a useful answer.
Remote diagnostics
Most issues are handled remotely. When needed, we can help review configurations, check logs, connect to the RCP, and provide guidance, software updates, or fixes.
If the system can be made available online, please include the product serial number in your support request. This lets us identify the system and check the issue more directly when remote support is appropriate.
Phone calls, onboarding and training
Cyanview is a small team. Today, our focus is on R&D: making the products as stable and reliable as possible and providing the most accurate information. We do not have the capacity to take phone calls, and we cannot deliver onboarding or training by phone or video call.
We are happy to answer by email on anything that is not covered by the documentation. When the issue is properly described, an email to support@cyanview.com is also the fastest way to get an answer. If a call, chat, or remote connection turns out to be the most efficient next step for your case, we will arrange it from there.
We know that good tutorials and videos are still missing, and we will work on them. For now, we are consolidating our documentation and adding AI search, so that finding an answer, or sending us a request, is easier and faster for you. We hope the team will grow. When it does, we would like to offer onboarding, training, and webinars.
If you purchased your equipment through a reseller or system integrator, they are your best first contact for hands-on help. Local assistance, onboarding, training, and on-site support are usually part of the value a reseller or system integrator brings, and they are well placed to provide it for your project and location.
Private messages
When something is urgent, it is tempting to look for a faster answer by calling, writing on WhatsApp, or emailing someone on the team directly. We understand the reason, but it does not help you get an answer sooner.
When we are overwhelmed, our priority is the support email. If private messages were handled first, they would become a second support channel, and requests sent to the official channel would no longer come first. Emails sent to support@cyanview.com are therefore always handled before personal messages. We believe this is the fair way to treat every customer.
Private messages are very useful once a support case is under way. They are often the most efficient way to coordinate with the person working on your case. If you do not yet have a case, please start with an email to support.