Contact
Tell us what is actually due.
A renewal date, a customer security review holding up a deal, a framework someone on your board has started asking about. Say which one it is and the first reply can be useful, instead of being a request for more information.
You arrived from a support link
Support — I already use Sentinel. It is the highlighted route below, and the subject line is filled in for you.
One mailbox, six subject lines, a person at the other end. No phone queue, no chat widget, no calendar to fight with.
Readiness moved from 68 to 76 since July. One critical risk is open, and the cyber insurance renewal is 96 days out.
Needs a decision
- Critical risk — ransomware via phishing on plant-floor workstations: approve the treatment or formally accept it with conditions.
- Two contracts expire inside 90 days: the shipping and EDI portal (20 October) and OT line-controller support (28 November).
- Finalise the Statement of Applicability before the Stage 1 readiness review on 20 October.
What most people are writing to us about: the question a board or an owner has just asked. Example workspace — Northstar Manufacturing Ltd. is fictional.
Six routes
Pick the one that matches what you are holding.
Each link opens a message with the subject line already written, which is what routes it. Two of them have an attention line taken from the legal package rather than invented for this page.
Sales
Plans, pricing and a walkthrough
Which plan covers what you actually have due, what a walkthrough looks like, multi-entity or unusual scope, and the paperwork your procurement process needs. Prices are already published, so this is a conversation about fit rather than a quote you have to ask for.
Include: Your deadline, the framework or renewal date, and roughly how many people would need a login.
Support
Your routeI already use Sentinel
Something in your workspace is not behaving, you need a member added or removed, or you have a question about a report before it goes to your board.
Include: Which workspace, what you were doing when it went wrong, and what you expected instead.
Security review
Due diligence and questionnaires
A vendor questionnaire about us, or a question your procurement review needs answered in writing. Much of it is already published: tenant isolation, data residency, the provider list and what CyberWave does not have. Send what is left and you will get written answers.
Include: The questionnaire itself, or the specific clauses you cannot close.
Vulnerability report
Responsible disclosure
There is a published process, it reaches a person, and you do not have to be a customer to use it. Testing needs our written agreement before it starts — the process says how to ask and where the line is, so neither of us has to guess.
Include: What you found, where, how to reproduce it, and what you did not do.
Privacy
Access, correction, deletion
A request about data we hold, or a question about why we hold it. If your request concerns data inside a customer’s Sentinel workspace, that organisation is the controller and we will tell you so rather than act on their data.
Include: What you are asking for, and which organisation’s workspace it concerns if you know.
Anything else
Resources, Academy, partnerships, press
A guide or template you cannot find, an Academy question, a partnership conversation, press, or something that does not fit the five above. Requests for material we have not written yet are genuinely useful — they tell us which gap is worth filling next.
Include: Enough context that the first reply can be an answer rather than a question.
All six reach support@cyberwave.ca. There is no privacy@ or security@ alias, because publishing an address before the mailbox exists creates something that silently discards mail. The attention line does the routing until that changes.
Before you write
Four things that make the first reply useful.
None of this is a qualification questionnaire. It is the information that turns a two-message exchange into one message and an answer.
- 01
A date, not a brief
"Renewal on 14 November, no control register yet" tells us more than three paragraphs about our website. A deadline lets the first reply be useful; a general enquiry about capabilities takes twice as long to answer half as well.
- 02
Which requirement arrived, and from whom
An insurer’s renewal form, a customer’s procurement review, an auditor’s evidence request and a board question are four different jobs with different evidence. Naming the source usually answers the plan question by itself.
- 03
Your organisation, and its shape
A single company with one framework in scope and a group with four entities are different conversations. Roughly how many people would need a login matters too, because seats are named people rather than concurrent logins.
- 04
What you already have
Most organisations have done more of the work than they think — a policy set, a penetration test, an access review. Telling us what exists stops the reply being a list of things you already did.
After you send it
What happens, in order.
Every step depends on the one before it, which is the only reason this list is numbered. None of it involves five emails you did not ask for.
- 01
It arrives already routed
The subject line puts it in front of the right person, so a support problem is not sitting in a sales queue behind three prospects. Nothing is scored, ranked or fed into a sequence before a person has read it.
- 02
A person reads it
CyberWave is small enough that this is a fact rather than an aspiration. There is no bot triaging your message into a category and replying with an article that nearly answers it.
- 03
You get a reply
We aim to reply within one business day. Anything arriving over a weekend is picked up on the next business day. If your question needs somebody who is not at their desk, you get a holding reply that says so instead of silence.
- 04
If you asked for a walkthrough
It is a screen share of a working workspace, not a slide deck. Bring the deadline you actually have and we will work through that rather than a demo script.
Bring a date, not a brief.
A general enquiry about capabilities takes twice as long to answer half as well, because the answer depends entirely on which requirement arrived and when it is due.
Six situations
Where each one actually goes.
Including the two that do not come to us at all. A contact page that pretends everything is a good fit for its own inbox costs somebody a bad hour on their worst day.
| If this is you | Where it goes |
|---|---|
| You are dealing with a live security incident right now | Not us, and do not wait on a reply. CyberWave does not monitor your systems and does not provide emergency incident response. Use your incident-response provider and your insurer’s notification process now. We can help afterwards with the governance and evidence work. |
| You need to know what it costs | Nothing to ask for — every published price is on the pricing page, in USD, from $99 a month for Essentials. Write to us about which plan fits, not about the number. |
| You want a certificate, audit report or attestation from us | There is none to send. No SOC 2 report, no ISO 27001 certificate, no penetration-test attestation. The security register says so in the same table as the things we do have. |
| You found a vulnerability in Sentinel | The responsible disclosure route, not a general enquiry. Testing needs our written agreement before it starts — the page explains how to ask. |
| You are an adviser bringing a client | Sales, and say which client and which date. The partners page describes what working together looks like and what is not on offer. |
| You need a signed agreement reviewed by your legal team | Sales. The Terms, Privacy Policy and DPA are published in the legal centre with their version and effective date, so your team can review the exact text before anything is signed. |
Before the call
What we will not be able to tell you.
Worth knowing before you book twenty minutes. Verbatim from the legal package, because a friendlier paraphrase is how a marketing page and a contract end up disagreeing.
Or just look first
These are the published prices. Self-service signup is opening shortly — contact us and we will set your workspace up directly, on the same terms.
Self-service signup opens shortly — we will set you up in the meantime
Questions
Asked before people write.
Six of them, including the two about this page itself — why there is no form, and why every route lands in the same mailbox.
Why is there no contact form?
Do all of those routes really go to the same mailbox?
Will you add me to a mailing list because I wrote to you?
Can you answer our procurement and security review questions in writing?
What is a walkthrough, and does it commit me to anything?
How quickly will you reply?
Name the deadline in the first sentence.
A renewal, a questionnaire, an audit someone has scheduled. We can work backwards from a date. We cannot work backwards from a general interest in capabilities.
Self-service signup opens shortly — we will set you up in the meantime
- Published pricing — no quote-on-request tier
- No credit card required for the trial
- No automatic charge when a trial ends
- Tenant-isolated architecture, data stored in Canada
- Clear data-processing terms
- No compliance guarantee — human judgement still required