CloudM Product Support is included to every CloudM customer. This page describes what our support service covers, how to reach us, and what you can expect when you do.
What Product Support covers
Our team provides:
- Break-fix support: supporting you on issues related to CloudM software, on in-scope CloudM products, where the product is not behaving in its intended way. In plain terms: when you suspect a CloudM product is broken, we are the team that investigates and puts it right.
- Troubleshooting: root cause identification, practical solutions or workarounds, and escalation to our development team where a product fix is required.
Please note: Product Support does not provide professional services or product training in any way. Our purpose is to support the products when they are suspected to be broken; for consultancy, delivery services or training, speak to your CloudM Account Manager about our Professional Services offerings.
Products we support
- CloudM Migrate
-
CloudM Automate
- Workflows
- Backup
- Archive
- Signatures
- CloudM Continuity
- CloudM Portal
Sales enquiries
Sales-related enquiries cannot be directly resolved by logging a support ticket. If a support ticket raises a sales-related query, it will likely incur a wait time, and SLAs are not enforced on these tickets given their nature. For anything sales-related — licensing, renewals, pricing, upgrades — contact the CloudM sales department by email or through your Account Manager directly.
Version support
To receive full support, you need to be running either:
- the latest release or the release immediately before it, or
- a hotfix or beta build explicitly provided to you by CloudM.
Note: If you are on an older version, we will help you get to a supported release; we cannot investigate issues on out-of-support versions.
What is not covered
To set expectations clearly, Product Support does not cover:
- Professional services or product training (available separately through CloudM Professional Services).
- Issues in your local environment (networks, hardware, operating systems).
- Third-party software and services, including cloud storage configuration and charges beyond our documented rules.
- Custom development or scripting.
- Customer hardware used for Migrate Self-Hosted deployments.
How to reach us
All support is delivered through our help centre at support.cloudm.io. Raising a ticket there is the fastest route to the right engineer, and it gives your issue a tracked reference from the first minute. See How do I submit a support ticket? for what to include.
Where a screen share will genuinely move your issue forward, our engineers can arrange a virtual session; whether and when a call is the right tool is the engineer's judgement, guided by our engagement standard.
What you can expect
- Support hours, response times and priority definitions are published openly: see Support hours and coverage, Response times and SLA and Priority levels and definitions.
- Our support engineers are in-house CloudM staff.
- If your issue needs a product change, we escalate to our development team and keep you informed while they work on it.
Terms and Conditions: This document is for information purposes only and shall not be incorporated into or form part of a contract between the customer and CloudM.
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