CloudM Product Support

Our in-house technical support team offers break/fix solutions for all CloudM modules. We are committed to responding to your queries within hours, not days.

Support you can rely on

We understand how important it is to get quick, reliable support.

Dedicated support within hours

With CloudM, you will get a response quickly. Often within hours, always within a business day. Our team are experienced in-house engineers, ready to assist you.

Free support

Regardless of the size of your migration or SaaS contract with us, product support is free. No hidden charges, no extra costs.

Get help when things get hairy

Should you need help urgently, we’ll make sure to triage your support ticket and get back to you with a resolution as quickly as possible.

“CloudM stands out because of the people. The communication and assistance is always top notch. I will always prefer to work with a vendor who puts service and relationships first. CloudM is one of my favorite technology partners to work with.”

– IT Director, Anthologic
“Recently, I had a domain issue and reached out to CloudM for help. I could instantly speak with a member of the team using the live chat feature, and as a result, the case was resolved in less than 15 minutes thanks to the dedication and professionalism of the CloudM team. “

– Vivien Voillot, Senior Collaborative Solutions Consultant, Devoteam G Cloud
“Overall, the migration and working with CloudM has been an extremely positive experience. The team have been supportive throughout the entire project – they’re always there to listen to their customers and always very responsive whenever there is a request.”

– Senior IT Manager, HEC Paris

Get Support

Knowledge base

Find documentation, comprehensive product guides and help articles in our knowledge base.

Knowledge base

Contact the team

To ask a question, report a bug or request urgent assistance, you can raise a support ticket and our team will respond.

Submit a ticket

Frequently asked questions

What’s the fastest way to get help?

Head over to our knowledge base first. You’ll find setup and configuration guides and basic troubleshooting there. If you still need support, please submit a ticket with as much detail as possible and one of the team will get back to you asap.

What issues can you resolve?

Our support team are here to help resolve any issue directly related to CloudM software. Please refer to the scope as per our Service Description. Find out more here.

Who provides support?

Our support team consists of experienced, in-house engineers who are ready and looking forward to helping you.

Is it possible to schedule a call with the support team?

We’re here to help as quickly as possible. In most cases we find that support requests are most efficiently resolved via email. However, all tickets are triaged and reviewed by our team, so if you need support please submit a ticket, once we’ve reviewed the ticket, if we think it’s the best way to provide a resolution, we’ll arrange a call with you.

How long does it take to get a response?

We are committed to respond to you within hours, not days. Our support team is here for you Monday to Friday, with dedicated weekend coverage for critical issues (please see the criteria here).

	Initial response time	Follow-up response time	Availability (UTC)
Mo-Fr	12 Hours	24 Hours	Mon 07:00 – Fri 22:00
Weekend	4 Hours	8 Hours	Fri 22:00 – Mon 00:00

What counts as a critical incident?

You can find the criteria for critical incidents here.

Can I get onboarding?

Yes, we offer a premium managed onboarding service for our Backup, Archive, Automate and Email Signatures modules. You’ll receive hands-on support and a dedicated onboarding manager to accelerate your time to value. Find out more here.

Can you help me manage my migration project?

Yes, we offer a dedicated service to support your project. We work with your scope and requirements to get your project off the ground and over the line. Contact us for more information or a custom quote.

CloudM empowers IT teams to migrate, archive and backup data through frictionless, secure and automated products.