Every CloudM customer gets the same response commitment, included with their subscription. This article explains what to expect when you raise a ticket and how our support response times work.
Our Commitment
| Metric | Commitment |
|---|---|
| First Response | Within 12 hours of you raising the ticket |
| Updates | At least every 24 hours while the ticket is with us |
| Weekend P1 (Urgent) issues | First response within 4 hours, updates every 8 hours |
How These Commitments Work
- The clock runs in real time. We measure in calendar hours, not business hours. Twelve hours means twelve hours on the clock.
- The same commitment applies to every ticket. Weekends are the exception, when only P1 (Urgent) issues are covered — see Priority levels and definitions.
The Fastest Route to Resolution is a Thorough Ticket
The single biggest factor in how quickly your issue is resolved is the detail in your original submission. When key information is missing, our engineers must spend the first exchanges fact-finding and gathering data before real investigation can start — each round trip adds hours or days.
Include everything listed in How do I submit a support ticket? — the product and version, who is affected, screenshots with the full URL and error, steps to reproduce, timestamps and trace files — and your first response is far more likely to be a diagnosis than a question.
Tickets Raised Outside Supported Hours
Our supported hours are Monday to Friday, 07:00 to 22:00 UTC (full detail here). You can raise a ticket at any time, and it is logged and timestamped immediately. Tickets raised outside supported hours during the working week are picked up when the next support window resumes.
Weekends work differently: from Friday 22:00 to Monday 00:00 UTC we operate a P1-only ticketing service — issues meeting the strict P1 criteria are worked to a 4-hour first response and 8-hour updates, and everything else is picked up when Standard Support resumes on Monday.
When Your Ticket is With Our Development Team
Some issues need a product change rather than a support fix. When that happens your ticket moves to On-Hold while our development team works on it, and the response clock pauses. Your support engineer remains your point of contact and keeps you updated while the ticket is On-Hold. More detail: The life of a support ticket.
What About Resolution Times?
We deliberately do not publish fixed resolution times. Issues vary enormously in complexity, and a resolution promise we could not always keep would be worth less than the honest version: we respond fast, we update you at least daily, and we work every issue to resolution as quickly as its complexity allows.