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:
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.
Please Notice that for Basic Support:
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.
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 |
Response time |
Response time |
|
HIGH |
1 hour |
1 hour |
|
MEDIUM |
8 business hours |
1 hour |
|
LOW |
Next business day |
1 hour |
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.
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.
