Professional Product Support
CloudM Product Support is CloudM’s zero-cost service for all CloudM customers. It provides access to CloudM’s Global Product Support team for reactive support matters. CloudM offers break-fix resolution for the CloudM modules Migrate, Backup, Archive, Automate, and Signatures.
Customers can access our support through our free knowledge base. Customers can log support tickets and access our comprehensive product guides and support articles. See our response times for incidents below and click here to view CloudM’s defines priorities.
Service Level Agreement for Incident Response
| Schedule | Initial Response Time | Follow Up Response Time | Availability (UTC) |
|---|---|---|---|
| Weekday | 12 Hours | 24 Hours | Mon 00:00 - Fri 22:00 |
| Weekend* | 4 Hours | 8 Hours | Fri 22:00 - Mon 00:00 |
*Weekend tickets must meet the criteria here.
Smart Starts
Serviced Migrations
Even with the best systems and people in place Migrations can be complicated and unpredictable.
That’s why CloudM offers Serviced Migrations. Our experienced team has managed hundreds of migration projects, delivering them on-time, with zero downtime, and every piece of data intact. Let us manage the entire migration from start to finish. Hand over the responsibility and benefit from a more hands-free project that’s guaranteed success.
Customer Success
Our dedicated customer success team is designed to help you get the most out of any of our platform modules with specialized assistance. Because we know time is precious, we’ll get back to you quickly and help with your onboarding. Because your organization is unique, we’ll tailor your success plan to ensure that you get the most out of CloudM from day one.
Our global Customer Success Team is only available to our subscription customers and consists of professionals who are trained to understand your business problems and work with you to help make you more successful.