CloudM Support Packages

Choose from one of our dedicated support packages or visit our knowledge base for immediate guidance.

Knowledge Base Buy Professional Support

We have a committed technical support team with custom support packages available to suit your specific business needs. All CloudM users have unlimited access to our free Basic support, and can upgrade to our Professional support package in order to take advantage of extra features and dedicated resolution times.

Basic Support

SLA Clock

Monday to Friday - 8:00am - 1:00am GMT (Excl. Shared US & UK Public Holidays) - Response and Updates ONLY

Response & Resolution SLA

Priority LevelResponse TimesUpdate Schedule
Urgent (P1)2 hrs12 hrs
High (P2)8 hrs24 hrs
Medium (P3)12 hrs36 hrs
Low (P4)24 hrs72 hrs
Service Requests (P4)24 hrs72 hrs


Target Resolution Rate

N/A (internal targets only)



Support Access (Customer Service)

  • Full access to the help centre (Knowledge base)
  • Support Channel (Ticket Logging): Support Portal
  • Communication Channels: Support Ticket ONLY
  • Unlimited Support Portal Access (limitless ticket loggers)



Payment Schedule

Free

Professional Support

SLA Clock

Monday to Friday - 8:00am - 1:00am GMT (Excl. Shared US & UK Public Holidays)

Response & Resolution SLA

Priority LevelResponse TimesResolution Times

Urgent (P1)

2 hrs8 hrs
High (P2)4 hrs24 hrs
Medium (P3)8 hrs36 hrs
Low (P4)12 hrs48 hrs
Service Requests (P4)12 hrs48 hrs


Target Resolution Rate

Response - 80%
Resolution - 75%
Combined SLA Target - 77.5%

Support Access (Customer Service)

  • Full access to the help centre (Knowledge base)
  • Support Channel (Ticket Logging): Support Portal
  • 1st, 2nd & 3rd Line Remote Support via Google Hangouts / MS Teams
  • Unlimited Support Portal Access (limitless ticket loggers)
  • Support Escalation Path

Payment Schedule

One-Off Payment or Monthly Payment Schedule (up to 12 months)

Professional Support Package

Contact our team to take advantage of our Professional Support package

Purchase Professional Support

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