What are Cloudiway's support response times?

Response times vary by support level and priority. Standard support: Critical 4h, High 8h, Normal 24h, Low 48h. Premium support: Critical 2h, High 4h, Normal 8h, Low 24h. Enterprise support: Critical 1h, High 2h, Normal 4h, Low 8h. All times are in business hours (9am-6pm CET).

What is included in Cloudiway Standard support?

Standard support is included with every Cloudiway license and provides ticket-based support, knowledge base access, and 24x5 availability (Monday to Friday).

What additional benefits does Premium support offer?

Premium support includes all Standard features plus reduced response times, phone support, and priority ticket handling. It's recommended for critical migration projects requiring faster resolution times.

Does Cloudiway offer dedicated migration engineers?

Yes, Enterprise support includes a dedicated migration engineer assigned to your project. This ensures consistent expertise and deep understanding of your specific migration requirements.

Is 24/7 support available for cloud migrations?

Yes, 24/7 support is available with Cloudiway's Enterprise support plan. This ensures round-the-clock assistance for mission-critical migrations regardless of timezone.

SLA & Premium Support

Clear service commitments and support options tailored to your needs.

Our Service Level Agreements (SLA)

Priority	Description	Standard	Premium	Enterprise
Critical	Service completely unavailable, migration blocked	4h	2h	1h
High	Major functionality impacted, workaround available	8h	4h	2h
Normal	Limited issue, moderate impact on migration	24h	8h	4h
Low	General question, information request	48h	24h	8h