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Standard Support Terms

Support Availability

  • 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

  1. For Managed Services (FlexiOps Subscription):

    • Critical Issues (e.g., service outages): Response within 1 hour.

    • High Priority (e.g., degraded performance): Response within 4 hours.

    • General Issues (e.g., feature requests, questions): Response within 24 hours.

  2. For Professional Services and Other Offerings:

    • All Issues: Initial response within 2 business days unless otherwise specified in the contract.

Scope of Support

  • Assistance with installation, configuration, and usage of CloudMates products and services.

  • Troubleshooting and resolution of technical issues.

  • Support for integrating partner products and third-party tools, as outlined in individual agreements.

Exclusions

  • Support does not cover custom development, third-party software not provided by CloudMates, or on-premises hardware.

  • Any requests outside the scope of the agreement will be handled as professional services and billed accordingly.

Escalation

  • Escalation paths are available for unresolved issues through the Customer Success team.

Termination of Support

  • CloudMates reserves the right to suspend or terminate support if the service agreement is breached or if payments are overdue.

© CloudMates Business Solutions Pty Ltd 2024

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