Offerings and SLA
Listed below are our support channels, availability, and response times.
Please note that Cloudamize employees cannot carry out installation of any Cloudamize software on behalf of a customer, nor can they accept direct control of a customer’s system at any time during screen-share sessions. Installation is to be performed and managed by the customer only. Cloudamize does offer troubleshooting and installation advice as needed, including live support on screen-share sessions and support through our Helpdesk portal. See our Installation and Troubleshooting guides in this Knowledge Base for further details on installation/troubleshooting processes.
Please allow a minimum of 24 hours notice for any request for a screen-share session or support call to ensure availability; shorter notice sessions can be accepted in case of urgent issues, and depending on agent availability at the time.
All requests for screen-share sessions or support calls should be made directly to helpdesk@cloudamize.com or via the portal link below. One of our support agents will reach out with details on availability for the session and how to arrange it.
Platform Support
All Cloudamize functionality is supported according to the Support Schedule and timeframes below.
Office Hours: | 9AM IST to 5PM EST, Monday to Friday |
|---|---|
Support Channels: | Portal: https://cloudreach-software.atlassian.net/servicedesk/customer/portal/9 |
Email: helpdesk@cloudamize.com | |
Response Times: | NB: Severity level is subject to internal review |
Severity 1 (Urgent) | 2 Business Hours |
Severity 2 (High) | 3 Business Hours |
Severity 3 (Normal) | 4 Business Hours |
Severity 4 (Low) | 24 Business Hours |