Cloudiway support is free but can’t be unlimited.
Cloudiway has support rules to minimize time spent on processing and solving tickets. This is the price to pay to keep support free.
If you do not agree with the following rules of free support, you have the ability to purchase paid services or paid support.
1. Quantity of free support
Included within any licenses*
Usually, the quantity of free support is sufficient for your project but it may happen that the ratio of support consumed versus the number of licenses purchased is too high. In this case, you may have to buy additional support.
- Any reply to a ticket consumes one credit.
- The number of credits is calculated in this way: 10% of the cost of the licenses purchased are converted into credits, and 1 credit is 5 minutes of support.
If the limit is reached, usually, the access to free support is not blocked unless there has been excessive usage:
- Excessive mail exchanges where replies are sent every 5 minutes.
- Excessive support engagement where the customer does not try to address the issues himself first by searching the error message on this Help Center using the search bar (enter the keywords related to your issue) or on the Internet.
- See the points below for more examples.
The goal is to have you work on your project, investigate your issues, and escalate to Cloudiway only when necessary.
Used in this way, the amount of free support is usually sufficient and is not restricted when the limit is reached.
*The following licenses do not have basic (Free) support included:
Groups and Teams Migration licenses.
This product requires a lot of assistance from Cloudiway and it is sold as managed migration (Cloudiway does the migration and all analysis) or as flat licenses with paid services.
2. To keep support free
Cloudiway can’t invest time in ticket management
Since most of our customers do not provide feedback once their issue is resolved, we are applying the following rules:
- When a clear solution is provided, the ticket is automatically closed.
- Tickets without updates for more than 2 working days are automatically closed and can’t remain open (Please do not ask to keep the ticket opened for 1 or 2 weeks as it would cause extra management in reviewing opened tickets).
You would have to open a new ticket if you want to continue working on the issue.
3. To keep support free
Support must be able to immediately work on the problem
When you report a problem, a repro MUST be provided that can be analyzed by the support team.
A ticket saying “several users are reporting missing mails, please fix” generates a lot of mail exchanges just to establish a repro (a representative user, a typical mail or file to analyze)
Wizards have been developed in our support chatbot to collect the exact information that our support needs for every standard issue and save time during troubleshooting.
4. To keep support free and to increase your satisfaction
Tickets must be resolved quickly
Our support is trained to troubleshoot most of your issues and is very efficient at resolving your issues.
Tickets that are taking time and that generate dissatisfaction are generally tickets where customers do not precisely and exactly answer the questions.
For instance, for troubleshooting a missing file issue, we would ask you:
- The source email address of the user
- A missing file name and full path in plain text
Too often, it takes 3 or 4 mails and 1 day or so to get this information because:
- Customers provide the display name or the target email instead of the source email address
- The customer provides a screenshot that shows only the partial path (and the screenshot can’t be pasted into debugging tools, generating errors when trying to rewrite the path, etc…)
This would impact the resolution of your ticket because support works primarily on tickets that can be worked on immediately.
Tickets that are incomplete are put on hold and reprocessed once or two times a day.
To avoid this, be precise and answer exactly what our support engineer is asking: Your ticket will not go to the next level until questions are answered.
5. To ease the reading of the issues, the tracking, and resolutions
Please open 1 ticket per issue
This helps generate statistics on the resolution time but it also helps search past incidents.
Do not flood the support of mails. Requesting an update every 5 minutes, or immediately replying in real-time as soon as our support is sending a reply is counterproductive.
Everybody (support and customers) prefers a ticket correctly qualified, that can be immediately understood by the support and worked on.
6. Respect our SLA
Our SLA is described here
The standard SLA is 8 business hours from Monday to Friday but our support is usually more reactive.
Cloudiway sells premium support for customers who need advanced support with different SLA or different hours of coverage.
7. Example of requests that can’t be processed
Extended reports / Root cause Analysis
Additional requests for Root cause analysis, requests for reporting or log extracts, etc. can’t be covered by free support.
We are asking you to order hours of service for these kind of requests.
Example 1:
Hi Cloudiway Support team,
People in GSuite start complaining that they are not able to see the Rooms in O365.
Answer:
Cloudiway needs an example to investigate. Please provide one source email address and we will search the logs related to this resource.
Example 2:
Hi Cloudiway Support team,
Please confirm if migration has been completed for all 6 accounts.
Answer:
This is your project. Cloudiway only provides the software.
Support does not proceed to analysis of your migration.
You must proceed to your analysis and if you discover a missing content, you should involve the support to fix it.
Cloudiway also provides managed migrations and sells services for such requests.
Example 3:
Hi Cloudiway Support team,
Migration for user “new-account test test” is in Error state. Please note: this target is O365 shared mailbox.
Answer: Provide the email address and error message to investigate.
Example 4:
Hi Cloudiway Support team,
I am having issues migrating my users One drive. approximately about 22 users are erroring out on different reasons.
can you please take a look at the One Drive Migration Project and let me know what needs to be done.
Answer:
You need to open 1 ticket per kind of error message and provide in each ticket a source email address and error message to investigate.
You may wish to read the following article:
More Information: