While both focus on helping customers, the difference between consulting services and support is that consulting services is a specific type of customer service involving other skills than documentation, product feedback, and technical problem-solving.
The support agent links the customer to documentation written and/or walks the customer through the appropriate steps. In comparison, consultants are more involved with the end-to-end customer experience to guarantee a successful migration project.
Ultimately, consulting services professionals employ Cloudiway knowledge, and product experience alongside other skills to provide added value to a Cloudiway migration or coexistence product.
The provision of support in respect of the Software is included in the License Fee, however, Cloudiway shall have no obligation to provide unlimited technical support and we reserve the right to charge additional support and/or consulting services. Please check our Support Policy.
Consulting Services VS Free Support Table
The following table provides a non-exhaustive list of what consulting services provide vs free support:
|Task||Free Support||Consulting Services|
|Direct contact available by phone or Teams|
|Kickoff meeting to define the scope of the project|
|Provide guidance to configure the platform|
|Help in defining the migration path|
|Weekly updates & reports|
|Post-meeting for recommendations and feedback|
|Root cause analysis|
|Assistance for “How to” questions|
|Generation of advanced reports|
|Office 365, Google, or Exchange configuration for setting up the prerequisites|
|Technical account management ( Crisis meeting requests, etc.)|
Here are some typical examples that can’t be processed by support (However, they can be addressed and covered by our consulting service):
|Issue||Reason for refusal|
|Please, call me back to troubleshoot my issue.||Support is done exclusively by mail.
If you wish to talk to a Cloudiway engineer, you must purchase hours of service.
|What was the cause of the problem, we need to come back to our customer with an explanation of the problem.||Support fixes the problem. Extra time consisting of writing Root Cause Analysis and eventually additional meetings with the final customer is out of Support scope.|
|I have 7 users in error, can you please investigate and fix them?||This is your project.
Support does not proceed to your analysis, no extraction of logs in various formats, and no extraction or analysis of backend content not available through the GUI.
Instead, open the logs, sort the issues by type of error and open 1 ticket per type of error that is not documented either on the internet or https://help.cloudiway.com/.
|Please analyze my migration and send me a report.||Like above, you do your project, and Cloudiway support supports the software.
Cloudiway Consulting Services can be involved in your project.
|Please help me configure my firewall.||Out of scope. Cloudiway support eventually pointed you to the exact issue and asked you to authorize an IP address and a port.
It’s up to you to make the change.
|Please help me configure my Exchange Policies.
Please help me disable MFA on a given account,
|Cloudiway supports its product exclusively.
If you do not have the time or expertise for the extra configuration, you may involve a freelance, an integrator, or even Cloudiway Consulting services.
Support works differently from consulting. In consulting mode, you can ask your consultant to analyze a migration, detect the problems and fix them.
In free support mode, you have to proceed to the analysis, detect the errors and then raise a support ticket asking for assistance in fixing the issue if you are not able to resolve it yourself. Said differently, you analyze, then Cloudiway support fixes, or tells you where the problem is (if it’s a tenant configuration issue).
Please contact us if you have been redirected from the support to get assistance.