CloudM Product Support operates with defined coverage hours and priority-based weekend support, to ensure critical issues receive immediate attention while maintaining comprehensive support during standard business hours.
Standard Support
Monday to Friday, 07:00 to 22:00 UTC
During these hours our full support team is online and working tickets of every priority.
Weekend cover for urgent issues
From Friday 22:00 UTC through to Monday 00:00 UTC, our weekend team covers P1 (Urgent) issues only — strictly: platform outage or lack of access, a major security concern or data breach, all users impacted, or significant business impact. See Priority levels and definitions for the full definitions.
Priority determination
CloudM reserves the right to determine the priority level of a ticket based on the level of detail available in the request — the more clearly your ticket evidences the impact, the more accurately it can be prioritised. Tickets of other priorities raised over the weekend are picked up when Standard Support resumes.
Where our team is based
CloudM Product Support is based in Bulgaria — when you work with our support engineers, you are dealing with our in-house Bulgarian colleagues. The hours above are published in UTC so there is never ambiguity about when the team is online, wherever you are in the world.
Public holidays
Where both the UK and Bulgaria have a public holiday, CloudM Support is closed, and P1 coverage is not available on those days. Where the UK has a public holiday and Bulgaria does not, support operates as a normal working day.
Raising a ticket outside supported hours
You can raise a ticket at any time, day or night, at support.cloudm.io. It is logged, timestamped and queued the moment you submit it — see Response times and SLA for how response times work for tickets raised outside supported hours.