Service Description

Shaun Richards

Updated March 30, 2024 11:31

CloudM: Standard Product Support

CloudM Product Support is CloudM’s zero-cost service for all CloudM customers. It provides access to CloudM’s Global Product Support team for reactive support matters. CloudM offers break-fix resolution for the CloudM modules Migrate, Backup, Archive, Automate, and Signatures.

Scope of CloudM Support

Service Features

CloudM provides support 24 hours per day, seven days a week*, and offers the following to customers:

CloudM KnowledgeBase: CloudM customers will receive unlimited access to the CloudM help center (KB). The KB provides guidance for all CloudM modules
- Customers can make KB requests via the Support Portal
Support Portal Access: Customers can raise Break-fix issues via the CloudM Support Portal
- Tickets are limited to individual issues
Product Feature Requests: Customers can raise product feature requests via the Support Portal, which will be fed to our product team. These are not subject to SLA’s

Service Level Agreement for Incident Response

Schedule

Initial Response Time

Follow Up Response Time

Availability

(UTC)

Weekday

12 Hours

24 Hours

Mon 01:00 - Fri 23:00

Weekend*

4 Hours

8 Hours

Fri 23:00 - Mon 01:00

*Weekend tickets must meet the criteria here.

Scope and Limits

CloudM Product Support will only troubleshoot break-fix issues directly related to CloudM software. Unfortunately, we cannot assist with issues caused by the Customer’s own set-up or infrastructure and/or any third-party applications, i.e., Google Workspace and Microsoft 365.
Weekend support is available for critical issues only
Direct access, configuration, or installation to a Customer's environment is out of the scope of this service. CloudM provides other paid-for services in this area.
Migration monitoring and estimation are not covered by support.
CloudM will provide diagnosis and guidance on any incidents on a best-effort basis with no guarantee of resolution

The following languages are supported:

English (US & UK)

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.