Cloudiway Support: we've got you covered from start to finish

From the simplest questions to complex troubleshooting, Cloudiway Support Services respond to your needs.

  • Basic Support is included with all migration licenses and only available during business hours
  • Premium Support is available upon request to support your migration out of business hours

Cloudiway Support team ensures your satisfaction with the use of our solutions

We include in all our licenses free Basic Support to help you face issues at each step of your data migration.

Basic Support is only available during business hours:

  • Mon-Fri: 9am-6pm EST
  • Mon-Fri: 9am-6pm PHT
  • Mon-Fri: 9am-6pm CEST

For more advanced expectations, we encourage users to subscribe to our Premium Support packages to cover issues out of business hours during evenings or weekends...

Premium Support must be ordered 48 hours before being effective.

Get a quotation and subscribe for Premium Support

Please Notice that for Basic Support:

  • Support is only provided by mail, through our ticketing system
  • “How to” questions cannot be answered by our Support team

We also offer Consulting Services for users planning large migrations or using the platform for the first time. Data migration can be a complex task, this is why we assign one of our consultants to follow your project from start to finish. The best way to get your migration running on the right track. Learn more about our Consulting Services.

Fast response time when you need it

Cloudiway Service Level Agreement (SLA) reinforce our commitment to getting your data migrated in the best conditions.

Support tickets are categorised according to a severity or business impact scale:

Severity level
Description

Response time
Basic Support

Response 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-6pm

1 hour
24x7

LOW
Low system performance or
issue affecting few users

Next business day
Mon-Fri

1 hour
24x7

Q:“How does time count with free Basic Support?”
A: "Response time counts within the business hours of your region"

For example: 
If you submit a Medium Case Ticket with Basic Support (8 business hours for first response) at the end of the business day (e.g. 5.30PM with business hours being 9AM - 6PM) then the 8 business hours time would finish at 4.30PM of the following business day.

Our support team of migration experts escalates any Severity-HIGH issue immediately to our developers and keep you updated on progress. Our high customer satisfaction standards ensure short response time with an effective answer to your request. We strive to provide best-in-class support services.

How to submit a support ticket

1- Make sure you raise only one issue per ticket to ensure all issues are dealt with and not missed.

2- When submitting a Support ticket, you are requested to provide detailed information.
A proper identification of the issue will help us speed up response and resolution of your ticket.
Failure to provide this information upon request may result in delay of support assistance.

Submit a ticket

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