What to include in a ticket
Include as much detail in your support ticket as possible so our team can investigate and respond faster.
HELP CENTER
Get the right CloudM support
Product & feature
Tell us which CloudM product or feature your request relates to.
Account details
Include your company name, domain and any affected users, groups or environments.
Issue details
Describe what happened, when it started, what you expected to happen and any error messages you saw.
Screenshots or logs
Attach screenshots, logs, examples or links that help us investigate the issue.
Support hours and response times
Response times for non-critical issues run continuously from Monday to Friday and pause over the weekend. Weekend response targets apply only to P1 issues.
P1 issues include: a platform outage or loss of access, a major security concern or data breach, all users being affected, or another issue causing significant business impact.
P1 issues include: a platform outage or loss of access, a major security concern or data breach, all users being affected, or another issue causing significant business impact.
Weekday support
Monday to Friday, 07:00–22:00 UTC
Weekday response times
First response within 12 hours
Updates at least every 24 hours
Updates at least every 24 hours
Weekend support for critical issues (P1)
Friday 22:00 to Monday 00:00 UTC
Weekend response times for critical issues (P1)
First response within 4 hours
Updates every 8 hours
Updates every 8 hours
Support FAQs
What’s the fastest way to get help?
Search the knowledge base first. If you still need help, submit a support ticket with as much relevant information as possible.
What issues can your support team help with?
Our support team provides troubleshooting and setup guidance when a supported CloudM product is not working as intended.
Migration project delivery are provided separately through our Migration Services.
Product training is provided separately through our Implementation Services.
See our Service Description →
Migration project delivery are provided separately through our Migration Services.
Product training is provided separately through our Implementation Services.
See our Service Description →
When is support available?
Our support team operates Monday to Friday, 07:00–22:00 UTC. Weekend cover for P1 issues only runs from Friday 22:00 to Monday 00:00 UTC.
See our support coverage →
See our support coverage →
What are your response times?
During the week, we provide a first response within 12 hours and updates at least every 24 hours. For weekend P1 issues, we provide a first response within 4 hours and updates every 8 hours. Response times are measured consecutively, in .
See our response times and SLA →
See our response times and SLA →
What counts as a P1 issue?
A P1 issue is a platform outage or lack of access, a major security concern or data breach, an issue affecting all users, or another issue causing significant business impact as assessed by the support engineer.
See how we prioritise issues →
See how we prioritise issues →
Can I schedule a call?
Yes, when a call is the most effective way to progress a support ticket. Our team may suggest one when it would speed up investigation, and customers can request one when an issue is time-critical.
See how we work →
See how we work →
How do I escalate a ticket?
Reply within the existing ticket and ask for it to be escalated. Our senior support team will review the request against our published escalation criteria.
How to escalate →
How to escalate →
Can I track an existing support request?
Yes. Sign in to the CloudM Help Center to view and track your support requests.
Explore the ticket lifecycle →
Explore the ticket lifecycle →