Support & Customer Experience

Knowledge Base / Submit a Ticket

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

ScheduleInitial Response TimeFollow Up Response TimeAvailability (UTC)
Weekday12 Hours24 HoursMon 00:00 - Fri 22:00
Weekend*4 Hours8 HoursFri 22:00 - Mon 00:00

*Weekend tickets must meet the criteria here.

Smart Starts

Expert consultation to give you the resources, knowledge and confidence to use CloudM. CloudM Smart Starts are bespoke, expert-led sessions, designed to give you the resources, knowledge and confidence to easily use CloudM. Quickly learn everything you need to know to get the best out of any of our four modules: Migrate, Automate, Email Signature and Archive. CloudM Smart Starts are provided in blocks of time, which can be purchased in different amounts, each valid for 12 months.



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.