Around the clock guidance from the CloudM Product Support Team

In these uncertain times it is essential that CloudM continues to support partners and customers, and to ensure that any impact to our support operations is limited during the current crisis.

Due to the nature of our business, the CloudM support team is fully prepared for remote and home working, and we have the tools and resources in place to support our customers with very little impact to our productivity.

Due to the geographical location of our support team, we are also in place to offer a wider coverage of support hours to assist our partners and customers globally.

The CloudM support team operates across the following locations:

  • United Kingdom
  • United States
  • Germany

Our hours of operation are: Monday - Friday 8am-1am GMT (Excluding joint UK & US public holidays)

Our Response Targets (service levels) are:

  • Low: 12 hours
  • Medium: 4 hours
  • High: 2 hours
  • Urgent: 1 hour

Please be advised that due to the ever changing nature of the current crisis, these response times may be subject to change. However, we will ensure that any future amends are communicated in advance.

As always, the CloudM Help Centre will remain in full operation, providing you with the ability to search our knowledge base, and log any support requests here.

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