These terms and conditions govern your use of our services. Please read carefully before your purchase:
1/ Pre-Sales Team: Product information
Our Pre-Sales Team is available to answer your questions about our solutions requirements and performance. They can conduct online demonstrations to show features and capabilities.
Once your order has been placed, technical issues must be sent to the support team and “how to” question should be directed to our consulting services.
2/ Sales Team: Request a quote
Our Sales team is committed to understand the scope of your project, define your needs and get an accurate price quote for your project with no hidden costs. When requesting a quote please provide as much information as possible about your project specifications. Important: our sales team cannot provide help for technical issues and “how to” questions.
3/ Partner Team: Partnerships & training
Our Partner Team helps high volume migration users to increase business performance with an advantageous reseller collaboration. Our partner program offers a close working relationship and product trainings to ensure long term business success.
Please note: When becoming a partner, we automatically charge one day of consulting services to monitor your first project.
4/ Consulting services: Configure & learn “How to”
Our team of consultants are experts with a unique approach to cover the entire project from start to finish. If you are using the platform for the first time or planning a large project our consulting services will help you configure a smooth migration. The best way to avoid critical errors and data loss.
What consultants do:
Important: Consultants are not support engineers; technical issues must be handled by our support team for faster time response.
5/ Support team: Resolve technical issues
Our support team is dedicated to solve technical issues during the use of our solutions. We offer 2 types of support packages:
Our support packages are available following Cloudiway Services Level Agreements (SLAs):
|Severity level Description||Response time Basic Support||Response time Premium Support|
Critical issues for all users. Platform services are down
The problem is persistent and affects many users
|8 business hours Mon-Fri/9am-6pm||1 hour
Low system performance or
issue affecting few users
|Next business day Mon-Fri||1 hour
Important: No weekend or evening support will be provided with the free basic support package. For better coverage, Premium Support is mandatory and must be ordered to our sales team at least 48 hours before its activation. Support team are experts in technical problem solving, this service cannot answer “How to” questions. Please request consulting services for setup help and guidance.
Please contact us at firstname.lastname@example.org for more information