CloudM Support Packages
Choose from one of our dedicated support packages or visit our knowledge base for immediate guidance
We have a committed technical support team with custom support packages available to suit your specific business needs. All CloudM users have unlimited access to our free Basic support, and can upgrade to our Professional support package in order to take advantage of extra features and dedicated resolution times.
Basic Support
Support Hours
Monday-Friday 8am-1am GMT
Response & Update Schedule
| Priority Level | Response Times | Update Schedule |
|---|---|---|
| Urgent | 2 hrs | 12 hrs |
| High | 8 hrs | 24 hrs |
| Medium | 12 hrs | 36 hrs |
| Low | 24 hrs | 72 hrs |
| Service Requests | 24 hrs | 72 hrs |
Support Access (Customer Service)
- Unlimited access to the help centre (KB)
- Ticket Logging: Support Portal
- Unlimited Support Portal Access
Professional Support
Support Hours
Monday-Friday 8am-1am GMT
Response & Resolution SLA
| Priority Level | Response Times | Resolution Times |
|---|---|---|
Urgent | 1 hr | 8 hrs |
| High | 2 hrs | 24 hrs |
| Medium | 8 hrs | 36 hrs |
| Low | 12 hrs | 48 hrs |
| Service Requests | 12 hrs | 48 hrs |
Support Access (Customer Service)
- Unlimited access to the help centre (KB)
- Ticket Logging: Support Portal
- Unlimited Support Portal Access
- Remote Support via Screen Share
- Support Escalation Path
- Fixed Resolution Times
Speed up implementation or get a head start on your migration
Our Smart Start packages will make sure you are fully equipped to run a seamless project.
Professional Support Package
Complete the below form to take advantage of our Professional Support package
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