This year, we have taken huge strides to make sure that our products are as easy to use as possible, highlighted by both our CloudM Migrate and CloudM Manage platforms undergoing complete overhauls to their User Interfaces and workflows, moving towards a single pane of glass approach.
However, we know that no matter how intuitive our products are, there will be times when you may need that little bit of extra guidance and assistance, perhaps it’s seeing an unexpected error during a critical migration or when using a new feature for the first time in CloudM Manage.
Our range of support services means that no matter what level of support you need, we are here to help!
Have you ever experienced an issue when using a product that forced you to stop what you are doing, navigate to a Knowledge Base or Community site, and then search for your specific query, costing you valuable time and effort?
Now, you can simply select the Question icon in the header of both CloudM Migrate and CloudM Manage to open up a Help widget that allows you to view contextual Knowledge Base articles without ever leaving the software, or even having to open a new browser.
You can use the search field to look for specific articles, or select one of the suggested articles that will be relevant to the screen you are currently on.
We are also continually adding guided walkthroughs to the CloudM Manage platform to help guide new and existing users through some of the processes, workflows and any new features.
Our products aren’t the only platforms to undergo a facelift this year!
As well as fresh new icons and banners, the CloudM Knowledge Base has been reorganized to help you find the information you need as quickly and easily as possible.
Whether you are looking for a quick refresher on a feature that you haven’t used in a while, need in-depth instructions on setting up a configuration, or require a step-by-step troubleshooting guide to resolve a particularly pesky error, the Knowledge Base should be your first port of call.
We’ve hosted a selection of webinars this year, covering a wide range of topics such as the new features in our latest software release, the future roadmap of our platform, and top tips from our product experts.
You can sign up to watch our latest updates and events live, or view the on-demand versions in our dedicated Content Hub, at your leisure.
For example, we are broadcasting a free Managing your joiners, movers and leavers webinar at 9:30am AEST on Thursday 22nd October 2020 for our customers and partners in the Australia-Pacific region, and it will be made available to view at any time on the Webinars page of our CloudM website shortly afterwards.
Our dedicated Support Team will be on hand to help when you are unable to solve an issue yourself, using the resources described above.
This year, we have grown our Support Team in both the UK and US so that we can provide speedy and efficient Support Services between 8AM and 1AM GMT every working week day (excluding shared UK and US Bank Holidays).
As well as our free Basic Support, we also provide a Professional Support package that offers faster response and resolution service level agreements (SLA), target resolution rates and additional customer service features.
We have worked with an abundance of both experienced partners and direct customers and from this we have built a solid understanding of their needs in order to make our product as efficient as possible, however we understand that no matter how experienced our users might be, it is essential that support is readily available, should they need it.
We know that migrations can be complicated and time consuming processes, and, as we are the experts in the field, we are happy to provide Managed Migration services that take the pain out of your move to your new platform.
With a detailed statement of work on every project and flexible timeline suited to your business, we work with you to ensure your migration is a success, allowing you to make the most out of your new digital workplace without delay.
Our Smart Start services are a range of 1-2-1 consultancy programmes with a CloudM expert, designed to get your CloudM Manage or CloudM Migrate project off to a flying start.
You can choose between Bronze, Silver or Gold programmes, depending on the size of your business or complexity of your project.
At CloudM, you are our priority, and we are here to help you move to the cloud and get the most out of it while you are there. The help options described above are designed to provide the exact level of assistance you need at every step of that journey, from quick troubleshooting fixes and feature walkthroughs, to in-depth project consultancy and management.
We aren’t stopping here though!
Keep an eye out for even more exciting announcements and developments that we have planned in the next year to help you further master your migrations and domain management.
Original blog published: 19th October, 2020
Written by: Mark Siddall, Technical Writer