This article explains how to get support for Cloudiway products

Cloudiway Helpdesk has strict regulations and handles one issue per ticket.
Any additional requests on a ticket will not be processed and will be closed.

Support teams need to be able to quickly resolve the problem to ensure risk is eliminated before it has an adverse impact on end-users.

Please provide as much detail as possible about your issue;
- Your Cloudiway login name
- The user or site impacted (source email address, site name or URL,…)
- File name and folder name
- Mail or calendar item impact (subject, date, folder, etc.)

Availability

Business Hours24x7 (Support packages)

Contact Cloudiway Support

http://support.cloudiway.com

Documentation

Knowledge base / FAQ
Number of requests
5 free tickets + possibility to buy support packages

Response time

Critical: 1 business hour

Normal and low: 8 business hours

Severity 1 – CRITICAL

Critical production issue affecting all users, including system unavailability, data integrity issues, or bugs having a significant impact. No workaround available.

Severity 2 – NORMAL 

Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality.

No reasonable workaround available.

Severity 3 - LOW

Low System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

 

Additional support packages can be purchased at any time giving you access to our full support services

  • 8 hours support pack
  • 1 hour support pack

Get technical support and advice for your business!

  • 2 hours of support + 6 hours of services (Service monitoring)

Please contact our Sales Manager at sales@cloudiway.com to get prices for support packages or read ; http://kb.cloudiway.com/how-to-buy-cloudiway-support-packages/