Cloudi-fi Support Services provides expertise to help customers get deployment recommendations and efficiently solve technical issues.
This guide summarises best practices on how to leverage Cloudi-fi Support Services.
1. How would you like to contact us?
1.1. Live discussion with the Support Team
Using our chatbot
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1st level support with automated engine and access to the knowledge base
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2nd level support to allow you to discuss directly with our support team
- EMEA region, working Central European Time (CET)
- US region, working New York Time (EST)
- APAC region, working New York Time (IST)
1.2. Raise a ticket (new need/question/incident)
From the Cloudi-Fi admin console, go to Help > Submit a request
Then, fill out the form and Submit your request.
1.3. Priority definition
Define the priority of your ticket.
| High | Medium | Low | |
| High | P1 - Critical | P2 - Medium | P3 - Moderate |
| Medium | P2 - Medium | P3 - Moderate | P4 - Low |
| Low | P3 - Moderate | P4 - Low | P4 - Low |
Impact
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High: Business unit, department, location
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Medium: number of users
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Low: Single user
Urgency
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High: can no longer perform primary work functions.
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Medium: work functions impaired; the workaround in place
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Low: Inconvenient
Questions tickets will get a default priority (P4).
2. Follow your ticket history
Once your ticket is created, you can easily follow and update it from the Cloudi-Fi admin console.
Go to Help > Requests (1)
3. Our support coverage
Business hours
Cloudi-Fi has a dedicated support team in
- EMEA region, working Central European Time (CET)
- US region, working New York Time (EST)
- APAC region, working New York Time (IST)
On-Call
On-call support is available exclusively during the following hours.
- Monday to Friday - 12 a.m (midnight) to 9 a.m (CET)
- Saturday
- Sunday
| Regions | Phone numbers |
| France | +33 9 71 07 10 14 |
| Worldwide | +1 914-996-4772 |
If the Admin console is unavailable, we will activate the support@cloudi-fi.com email to open a new ticket.