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.
SLA Clock
Monday to Friday - 8:00am - 1:00am GMT (Excl. Shared US & UK Public Holidays) - Response and Updates ONLY
Response & Resolution SLA
| Priority Level | Response Times | Update Schedule |
|---|---|---|
| Urgent (P1) | 2 hrs | 12 hrs |
| High (P2) | 8 hrs | 24 hrs |
| Medium (P3) | 12 hrs | 36 hrs |
| Low (P4) | 24 hrs | 72 hrs |
| Service Requests (P4) | 24 hrs | 72 hrs |
Target Resolution Rate
N/A (internal targets only)
Support Access (Customer Service)
Payment Schedule
Free
SLA Clock
Monday to Friday - 8:00am - 1:00am GMT (Excl. Shared US & UK Public Holidays)
Response & Resolution SLA
| Priority Level | Response Times | Resolution Times |
|---|---|---|
Urgent (P1) | 2 hrs | 8 hrs |
| High (P2) | 4 hrs | 24 hrs |
| Medium (P3) | 8 hrs | 36 hrs |
| Low (P4) | 12 hrs | 48 hrs |
| Service Requests (P4) | 12 hrs | 48 hrs |
Target Resolution Rate
Response - 80%
Resolution - 75%
Combined SLA Target - 77.5%
Support Access (Customer Service)
Payment Schedule
One-Off Payment or Monthly Payment Schedule (up to 12 months)
Contact our team to take advantage of our Professional Support package