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Support Center
Our team of experts is here to help you with your cloud migration project.
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Open a Ticket
Create a support request and receive personalized assistance.
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Schedule a call with our experts for personalized guidance.
SLA & Premium Support
Discover our service levels and premium support options.
Knowledge Base
Browse our documentation and troubleshooting guides.
Before opening a ticket: Check our knowledge base - you might find the solution to your problem immediately.
Step by Step
How to Open a Support Ticket
1
Log in to the Cloudiway Portal
Access your account at portal.cloudiway.com with your credentials.
Access Portal2
Navigate to the Support Section
In the sidebar menu, click on "Support" then on "New Ticket".
3
Fill Out the Ticket Form
Provide the following information to help us process your request quickly:
- Subject: Briefly describe your issue
- Migration Type: Teams, Mailbox, File, etc.
- Detailed Description: Explain the context and steps to reproduce
- Screenshots: Attach screenshots of errors
- Priority: Indicate the urgency of your request
4
Submit and Track Your Ticket
After submission, you will receive a confirmation email with a ticket number. You can track the status of your request directly in the Portal.
Tips
Best Practices for Effective Support
Do
- Provide the exact error message
- Specify the project/batch name
- Describe the steps to reproduce the issue
- Attach screenshots
- Mention actions already attempted
Don't
- Vague descriptions like "it doesn't work"
- Open multiple tickets for the same issue
- Reply to an old ticket for a new problem
- Omit configuration details
FAQ
Frequently Asked Questions
What are the support response times?
Response times depend on your support level. For standard support, we typically respond within 24-48 business hours. Premium customers benefit from reduced response times. Check our SLA for more details.
How can I track my ticket status?
Log in to the Cloudiway Portal and navigate to "Support" > "My Tickets". You'll see all your tickets with their current status. You also receive email notifications for each update.
Is support available on weekends?
Standard support is available 24x5 (Monday through Friday). Customers with a Premium support contract can benefit from extended coverage including weekends and holidays.
Need Faster Support?
Upgrade to Premium Support for priority response times and dedicated assistance