
Standard Support Terms
Support Availability
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Managed Services (FlexiOps):
Support is available 24/7 for critical issues and during business hours (9:00 AM to 6:00 PM, local time) for non-critical issues. -
Professional Services and Other Offerings:
Support availability is determined by the service contract and may vary by agreement. Customers can reach support through email (support@cloudmates.com), a ticketing system, or the dedicated support portal.
Response Times
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For Managed Services (FlexiOps Subscription):
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Critical Issues (e.g., service outages): Response within 1 hour.
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High Priority (e.g., degraded performance): Response within 4 hours.
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General Issues (e.g., feature requests, questions): Response within 24 hours.
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For Professional Services and Other Offerings:
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All Issues: Initial response within 2 business days unless otherwise specified in the contract.
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Scope of Support
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Assistance with installation, configuration, and usage of CloudMates products and services.
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Troubleshooting and resolution of technical issues.
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Support for integrating partner products and third-party tools, as outlined in individual agreements.
Exclusions
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Support does not cover custom development, third-party software not provided by CloudMates, or on-premises hardware.
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Any requests outside the scope of the agreement will be handled as professional services and billed accordingly.
Escalation
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Escalation paths are available for unresolved issues through the Customer Success team.
Termination of Support
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CloudMates reserves the right to suspend or terminate support if the service agreement is breached or if payments are overdue.