Support is included in the Licence Fee, however, Cloudiway shall have no obligation to provide unlimited technical support and we reserve the right to charge additional support and/or consulting services.
Cloudiway is proposing paid services and paid training to assist you in each step of your project. It’s your right to not purchase these optional services.
In this case, free support cannot replace your consulting or training needs.
The guideline is that Cloudiway support is doing the support of his product but is not the helpdesk of your project.
This is essential to understand this. The following chapters shows example of what you should not expect from free support.
Third party software support
Cloudiway supports its platform (the lines of code it has developped).
Cloudiway platform is connecting several systems such as GSuite, Office 365, Amazon Workmail, SharePoint, Lotus Notes, DropBox, Box.com etc. but does not support these systems.
Cloudiway support cannot deliver expertise on products that it doesn’t develop. From a support point of view, its responsibility is to point you to the exact cause of the problem; your responsibility starts here and it’s up to you to address it. It is your entire and sole responsibility to configure the third product accordingly.
If you don’t have the time or expertise, you have several options:
- Search documentation on Internet, invest your time, not Cloudiway’s time
- Hire an integrator or a Freelance
- Purchase Cloudiway Consulting hours to assist you
Frequent issues that Cloudiway cannot address
- SharePoint Api are not supporting ADFS or MFA.
=> Cloudiway support will advise you to use a migration account that bypasses ADFS or MFA.
=> However, Cloudiway support cannot assist in setting up such account. (Requires deep ADFS expertise, risk to break the config,etc.)
- Migration of on Premises environment requires the SAAS platform to be able to connect to the source system.
=> Cloudiway support may determine that TCP/IP ports are not opened through your firewall.
=> Cloudiway support will provide the IP and ports to open but cannot assist in configuring your firewall.
- Configure Migration accounts.
Often when migrating Zimbra, customers are experiencing issues configuring a migration account that has access to all mailboxes. Cloudiway cannot assist in configuring an account that has access to all mailboxes. This prerequisites is yours.
These examples are aimed to illustrate the kind of issues you may be hitting where
Limit of Free support.
To summarize, keep in mind that Cloudiway is doing the support of its products, not the support of your project.
Any request that cannot be resolved by a configuration change on the Cloudiway platform isn’t under the scope of free support. This is the work of partners,integrators and customer administrators.