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
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.
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.