Cloudiway Support: we’ve got you covered from start to finish
- Check the Help center help.cloudiway.com for technical information
- Basic Support is included with all migration licenses and is available during weekdays.
- Premium Support is available upon request to assist with your migration during weekends.
- Consulting Services, our consultant will follow your project from start to finish.
We include in all our licenses Free Support to fix any errors you may encounter on the platform.
Basic Support is available worldwide 24/5 (Monday to Friday).
- Support is only provided by mail, through our ticketing system: How to open a free ticket.
- “How to” questions cannot be answered by our team. For further explanation regarding support and consulting services, please consult this article.
- This basic support is only for potential technical problems of our platform during your migration
We also offer Premium Support to cover issues out of business hours during weekends. It must be ordered 48 hours before being effective or more advanced expectations, users planning large migrations or using the platform for the first time, we encourage users to subscribe to our Consulting Services.
As part of our cloud migration service, we offer a consultation where we discuss your current situation and what you need to move forward. This helps us determine how much time and effort is required to complete your project.
Data migration can be a complex task, this is why we assign one of our consultants to follow your project from start to finish. Learn more about our Consulting Services.
To get a quotation and subscribe for Consulting Services or Premium Support, contact your sales representative or contact us.
Cloudiway Service Level Agreement (SLA) reinforces our commitment to getting your data migrated in the best conditions.
Typical response time is within 8 business hours on weekdays, 1 hour for premium support, or in case of a global platform issue.
Read more about SLA: https://help.cloudiway.com/article/cloudiway-support-and-services-sla/
Our 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 services.
Want to learn more about our terms and conditions for the use of our services? Feel free to contact us.
1- Make sure you raise only one issue per ticket to ensure all issues are dealt with and not missed.
2- When submitting a 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 assistance.
Learn more: How to open a ticket, Support rules.