How to Contact Support and Report Security / Privacy Incidents

Effective date: January 1st

Contacting Support


Self-service support articles are available at https://help.cerby.com/

You may also contact support via support@cerby.com. Please do not share any sensitive or vulnerability information via the support channel.


Reporting Security or Privacy Vulnerabilities


To submit a vulnerability report to Cerby’s Product Security Team, please utilize the following email: security@cerby.com. Please do not submit any credentials, keys or other sensitive data via email, we will contact you if necessary for further details.


Preference, Prioritization, and Acceptance Criteria


What we would like to see from you

  • Well-written reports with technical details will have a higher probability of resolution.

  • Reports that include proof-of-concept code equip us to better triage.

  • Reports that include only crash dumps or other automated tool output may receive lower priority.

  • Reports that include products or services not currently in production may receive lower priority.

  • Please include how you found the bug, the impact, and any potential remediation if known.

  • Please include any plans or intentions for public disclosure.


What you can expect from Cerby

  • A timely response to your email within 2 business days.

  • After triage, we will send an expected timeline, and commit to being as transparent as possible about the remediation timeline as well as on issues or challenges that may extend it.

  • An open dialog to discuss issues.

  • Notification when the vulnerability analysis has completed each stage of our review.

  • Credit after the vulnerability has been validated and fixed.


Legal Posture

Cerby will not engage in legal action against individuals who submit vulnerability reports through our Vulnerability Reporting inbox (security@cerby.com). We openly accept reports for the currently listed Cerby products and services. We agree not to pursue legal action against individuals who:

  • Engage in testing of systems/research without attempting to harm Cerby or its customers.

  • Engage in vulnerability testing within the scope of our vulnerability disclosure program.

  • Test on products without affecting customers or disclosing any sensitive data, or receive permission/consent from customers before engaging in vulnerability testing against their devices/software, etc.

  • Adhere to the laws of their location and the location of Cerby. For example, violating laws that would only result in a claim by Cerby (and not a criminal claim) may be acceptable as Cerby is authorizing the activity (reverse engineering or circumventing protective measures) to improve its system.

  • Refrain from disclosing vulnerability details to the public before a mutually agreed-upon timeframe expires.