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.)
|Business Hours24x7 (Support packages)|
Contact Cloudiway Support
|Knowledge base / FAQ|
Number of requests
5 free tickets + possibility to buy support packages
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 firstname.lastname@example.org to get prices for support packages or read ; http://kb.cloudiway.com/how-to-buy-cloudiway-support-packages/