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Company profile
About Cyberhaven
Cyberhaven is a Silicon Valley AI data security company, founded in 2016 by a set of Romanian and Ukrainian researchers. Their tools help companies understand where sensitive data goes-and stop it from being leaked, stolen or misused, especially through AI tools. They sell to large enterprises in the sectors where a leak costs the most: banking and financial services, healthcare, law, technology, manufacturing and government. They have attracted significant enterprise security investment: in April 2025 they raised $100 million in Series D funding at a $1 billion valuation, bringing total funding to $250 million. Their customers include Motorola, Axos Bank, DARPA and Iron Mountain among others.
The challenge
The challenge
Cyberhaven was looking for a knowledge management tool to host its customer-facing product documentation – user guides, installation and configuration content – without owning infrastructure or standing up a stack, because a small team had no appetite for either. It had to be fast for customers to get into. And it had to sit behind a controlled login, authenticated through the product console itself, so a customer’s existing sign-in carried straight through to the docs with no second set of credentials to issue, manage or revoke.
At a later point, Cyberhaven also required that every version of the docs had to be archived and available for customers using an older version of the product. So they needed the online knowledge management tool to provide that option too.
“We were suddenly required to start versioning our docs.”
What changed
What changed
Before
- No documentation platform, and no appetite to build one
- Documentation would need its own set of credentials
- No way to version documentation against product releases
- Customers raised a ticket to get an answer
- Support answered every question from scratch
- No visibility into what customers actually needed
After
- A hosted knowledge base with zero infrastructure owned
- One console sign-in carries customers straight into the docs
- Seven versions archived and live in parallel
- Customers search the documentation first, and raise a ticket only if they can’t find it
- Support answers with a link to the documentation
- Analytics reported to the executive team
The solution
The solution
Cyberhaven’s founding team chose to host their knowledge base on Document360, and it remains the only documentation platform the company has ever used.
A private knowledge base
with customer-facing documentation kept entirely behind a log-in.
Console-based authentication
the documentation authenticates against Cyberhaven’s own product console through a single key, so customers reach it with the credentials they already have, and nobody else reaches it at all.
Instant publishing.
Changes go live the moment they are made, so customer feedback can be reflected in the documentation immediately.
Categories
help them organise information so customers can navigate the knowledge base easily.
The feedback manager
lets them collect feedback from customers directly on articles, and make the required changes and updates to the information.
Snippets and glossary terms
make knowledge creation and article authoring a more consistent process.
CSS and JavaScript customization
has enabled Cyberhaven to build their own custom homepage.
The KB widget
allows their customers to get contextual information without leaving the product.
Rich analytics
gives them page visit numbers, most-viewed articles and most-searched terms, helping them improve and update their knowledge base.
Highly responsive customer support
has ensured that tickets raised were solved within a day, or immediately via chat.
“That’s the best part of this platform. I’ve always had people respond to me – all of my support cases were pretty much resolved within the day, or over chat immediately.”
Version management
Workspaces allow Cyberhaven to clone the existing site into a new workspace before publishing a new set of documentation. The earlier ones stay live as archived versions, so a customer on an older release reads the documentation that matches it. Seven workspaces are maintained today.
“We were suddenly required to start versioning our docs, and being able to create workspaces allowed me to archive each version into a workspace. Having that option made it work for us.”
Impact
The business impact
Document360’s intuitive interface meant Cyberhaven’s one-person documentation function could start working on the knowledge base instantly, with no onboarding. As Swathi puts it, she was able to “just focus on the content and worry less about the tool itself.”
The most telling change is in how customers behave. They now search the knowledge base first and raise a support ticket only when they can’t find what they need – the documentation has become the front door, and support the fallback. For a knowledge base, that shift is the whole point.
The knowledge base has also become the answer support reaches for. Cyberhaven’s support team runs on Salesforce, and documentation links show up in ticket responses as the resolution itself.
“I see doc links referenced as responses to customers in our Salesforce tickets – in many ways, the documentation has been the single source of resolution.”
Cyberhaven uses Document360’s feedback manager to collect input directly from customers on the articles themselves. Being able to act on that feedback and publish the changes immediately has landed well with the people reading the documentation.
“The ability to implement customer feedback and make changes available immediately is something our users greatly appreciate.”
And rich analytics let Swathi show the wider business what is happening across documentation, customer support and knowledge management – a genuine advantage when one person owns the entire function.
“I’ve used the data to show the executive team what the visits are like, how many customers are looking for what information, and what the most popular articles are.”
In summary
Conclusion
Cyberhaven has grown from a small startup into a billion-dollar AI data security company, and through all of it the documentation platform has never changed. Document360 went in when the team was small, and it still runs the knowledge base today – across seven maintained product versions, 615 published articles and 299 employees, owned end to end by a single technical writer.
“Easy to use and easy deployment. Very low friction and easy learning curve. Those are the things that come to mind when I think of Document360.”Swathi Lal Falconer – Senior Technical Writer, Cyberhaven