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

• 1st level support with automated engine and access to the knowledge base

• 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.

Impact

• High: Business unit, department, location

• Medium: number of users

• Low: Single user

Urgency

• High: can no longer perform primary work functions.

• Medium: work functions impaired; the workaround in place

• 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

If the Admin console is unavailable, we will activate the support@cloudi-fi.com email to open a new ticket.