How We Prioritise Your Ticket

CloudM keeps prioritisation simple, and we would rather tell you exactly how it works than publish a grid of tiers.

One commitment, every ticket

During standard support hours, every ticket receives the same response commitment — a first response within 12 hours and updates at least every 24 hours (see response times). There are no priority tiers to choose from, no fields to fill in, and no fast lane to purchase: the ticket you raise gets the same promise as everyone else's.

How your ticket is triaged

Every ticket is triaged when it comes in by a support agent, and handled based on an assessment of the detail provided in your initial submission — the severity of what you describe, who is affected, and what it means for your business. CloudM reserves the right to determine how a ticket is handled based on the level of detail available, so the more clearly your submission evidences the impact, the more accurately we can act on it. The submit-a-ticket checklist covers exactly what helps.

The one exception: P1 at weekends

The only priority level we formally recognise is P1 (Urgent), and it exists for one purpose: weekend cover. From Friday 22:00 to Monday 00:00 UTC, our weekend team supports P1 issues exclusively, to these commitments:

• First response within 4 hours
• Updates at least every 8 hours

P1 is strictly bound to the following situations:

• Platform outage or lack of access
• A major security concern or data breach
• All users impacted
• Significant business impact — qualified by the engineer when the ticket is submitted