Support Center
Our team of experts is here to help you with your cloud migration project. Get personalized assistance for Microsoft 365, Google Workspace, and Teams migrations.
Before opening a ticket
How to Open a Support Ticket
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Log in to the Cloudiway Portal
Access your account at portal.cloudiway.com with your credentials.
Access Portal -
Navigate to the Support Section
In the sidebar menu, click on "Support" then on "New Ticket".
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Fill Out the Ticket Form
Provide the following information to help us process your request quickly:
- Subject: Briefly describe your issue
- Migration Type: Teams, Mailbox, File, etc.
- Detailed Description: Explain the context and steps to reproduce the issue
- Screenshots: Attach screenshots of errors or observed behavior
- Priority: Indicate the urgency of your request
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Submit and Track Your Ticket
After submission, you will receive a confirmation email with a ticket number. You can track the status of your request directly in the Portal.
Best Practices for Effective Support
Do
- Provide the exact error message
- Specify the project/batch name
- Describe the steps to reproduce the issue
- Attach screenshots
- Mention actions already attempted
Don't
- Vague descriptions like "it doesn't work"
- Open multiple tickets for the same issue
- Reply to an old ticket for a new problem
- Omit configuration details
Other Ways to Contact Us
Frequently Asked Questions
What are the support response times?
Response times depend on your support level. For standard support, we typically respond within 24-48 business hours. Premium customers benefit from reduced response times. Check our SLA page for more details.
How can I track my ticket status?
Log in to the Cloudiway Portal and navigate to "Support" > "My Tickets". You'll see all your tickets with their current status. You also receive email notifications for each update.
Is support available on weekends?
Standard support is available Monday through Friday during business hours. Customers with a Premium support contract can benefit from extended coverage including weekends and holidays.
What information should I include in a support ticket?
Include a clear subject, the migration type (Teams, Mailbox, File, etc.), a detailed description with steps to reproduce the issue, screenshots of any errors, and the priority level. Also mention your project or batch name for faster resolution.
Can I contact support without a Cloudiway account?
Yes, you can email support@cloudiway.com for general questions or pre-sales inquiries. However, for technical support on active migrations, you need to open a ticket through the Cloudiway Portal.
What languages does Cloudiway support offer?
Cloudiway support is available in English and French. Support tickets can be submitted in either language and will be handled by our multilingual support team.
Ready to Get Help?
Our support team is standing by to help you resolve your migration issues quickly.