Raise your ticket at support.cloudm.io — sign in and choose Submit a request. The help centre is the single front door to CloudM Product Support: it gets your issue to the right engineer fastest and gives you a tracked reference from the moment you submit.
What to include
The more of this you give us up front, the faster your first response turns into progress:
- What happened and what you expected — a clear description of the issue.
- Which product and version you are running (support covers the latest release and the one before it, or a build we have explicitly provided — see the Service Description).
- Who is affected — usernames or accounts involved, and how widespread it is.
- Screenshots showing the full URL and the exact error message, where possible.
- Steps to reproduce, if the issue is reproducible — including whether it happens on a different machine, browser, network or account.
- When it happened — date, time and timezone.
- Configuration and trace files for CloudM Migrate issues — how to generate a trace.
Describing the impact
Priority is set by a CloudM engineer's judgement when your ticket is submitted, based on the impact you describe (our priority definitions). Spell out who is affected, what is blocked and what it means for your business — CloudM reserves the right to determine the priority level based on the level of detail available, so a well-evidenced ticket is prioritised more accurately.
What happens next
Your ticket is logged and queued the moment it arrives, whatever the hour. Our response commitments and supported hours are published openly: response times · support hours · the life of a ticket