Cloudiway: use of support and services

Terms and conditions for the use of our services

These terms and conditions govern your use of our services. Please read carefully before your purchase:

PLEASE NOTE:

  • No weekend or evening support will be provided with the free basic support package.
  • Premium support must be ordered at the latest 48 hours before activation. This package is not included with consulting services.
  • For support and solutions for technical issues with the platform, please log a ticket through our Support portal. Our consultants are reserved for setting up your migration project.

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:

  • Kickoff meeting to define the scope of the project
  • Help in defining the migration path
  • Guidance to configure the platform to your needs
  • Direct contact available by phone or Skype
  • Assistance for “How to” questions
  • Weekly updates & reports
  • Post meeting recommendations and feedbacks

Important: Consultants are not Support engineers; technical issues must be handled by our support team for faster time response.

5/ Quality of migration

You are solely responsible that any data you migrate through the Cloudiway migration platform have been accurately migrated to the target system.

Cloudiway is committed to a quality of data migrated up to 99,9%.
Cloudiway reserves the right to not deliver support beyond this percentage.

6/ 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:

  • Free Basic Support available during business hours (Available for free with all our licenses)
  • Premium Support to cover weekends and evenings (Available upon request to our sales team)

Our support packages are available following Cloudiway Services Level Agreements (SLAs):

Severity level DescriptionResponse time Basic SupportResponse time Premium Support
HIGH

Critical issues for all users. Platform services are down

1 hour
24x7x365
1 hour
24x7x365
MEDIUM
The problem is persistent and affects many users
8 business hours Mon-Fri/9am-6pm1 hour
24×7
LOW
Low system performance or
issue affecting few users
Next business day Mon-Fri1 hour
24×7

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 sales@cloudiway.com for more information


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