Basic Support is included for all Cloud customers, and provides access
to documentation, community support, Cloud Billing Support, and Active Assist Recommendations.
| Basic Support | Standard Support | Enhanced Support | Premium Support | |
|---|---|---|---|---|
| Description | Basic Support provides essential assistance for | Comprehensive support services for timely assistance. | Higher level of support and personalized assistance. | Highest level of support and personalized attention. |
| Key Features | Email support during business hours** | Phone and email support during business hours** | 24/7 Phone and email | 24/7 Phone and email |
| Response time of 24 hours | Response time of 8 hours | Response time of 2 hour | Response time of 1 hour | |
| General troubleshooting assistance | Advanced troubleshooting assistance | Dedicated account manager | Dedicated account manager and technical expert | |
| Access to knowledge base | Priority handling of support requests (P3) | Proactive monitoring for critical issues (P2) | Proactive monitoring for critical issues (P1) | |
| Ticket Priority | P4: An inconvenience or annoyance with workarounds available | Priority handling of support requests (P3) | Priority handling of support requests (P2) | Priority handling of support requests (P1) |
| P5: Background or planned task to be addressed when time permits | P4: An inconvenience or annoyance with workarounds | P3: Affecting efficient operation by one or more people | P2: A major component affecting the ability to operate | |
| P3: Affecting efficient operation by one or more people | ||||
| P4: An inconvenience or annoyance with workarounds | ||||
| P5: Background or planned task to be addressed when | ||||
| Support languages | Hindi, English | Hindi, English | Hindi, English | Hindi, English |
| Support Contact | support@cloudfirst.in | +91 8448440769 support@cloudfirst.in |
+91 8448440769 support@cloudfirst.in |
+91 8448440769 support@cloudfirst.in |
Basic Support : Basic Support is included for all Cloud customers. With Basic Support, you have access to our documentation, community support, and support for Cloud Billing issues.
Standard Support : Standard Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Standard Support service is designed for small to medium organizations with workloads under development. With Standard Support, you have access to the Cloud Support API, Active Assist recommendations and receive 8 hours response times for Priority 3 (P3) cases.
Enhanced Support : Enhanced Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Enhanced Support service is designed for medium to large companies that are looking for faster response times and additional services to run their Cloud workloads in production. P1, P2 level deep technical support provided by Cloud Services provider only.
Premium Support : Premium Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, feature requests, and more. You also have Customer Aware Support and are assigned a Technical Account Manager. P1, P2 level deep technical support provided by Cloud Services provider only.
Working Hours : 9:30 AM to 6:30 PM (Excluding Sunday & Public holiday)
To raise a query, please utilize one of the service channels listed below. We aim to respond within 24 hours, prioritizing requests based on urgency.
Submit a Ticket: Visit our website at http://support.cloudfirst.in to submit your request.
Call Support: Reach out to us at +91 8448440769 for immediate assistance.
In case you want Direct support from Google then you may contact on 1800 108 7879 also chat available through Admin console by Help option 24*7.
For faster resolution, please provide your ticket number, domain name, full name, and mobile number.
In the event that your query is not resolved to your satisfaction within 24 hours, we encourage you to escalate the matter by reaching out to us directly at tier2support@cloudfirst.tech
Please provide your query reference number during the escalation process to facilitate a faster and more efficient resolution.
If your issue is not resolved after following Step 2, you may escalate it by reaching out to Harsh Verma at harsh.verma@cloudfirst.tech
For quicker assistance, please provide your query reference number.
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