This guide summarises best practices on how to leverage Cloudi-fi Support Services.
How to contact us?
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 with our support team directly during EMEA Business hours (from Monday to Friday - 9 a.m. to 5 p.m. GMT+1)
Raise a ticket (new need/question/incident)
From the Cloudi-Fi admin console, go to Help > Submit a request (1)
Then, fulfil the form (2) and Submit your request.
Priority definition
Define the priority of your ticket.
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High |
Medium |
Low |
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High |
P1 - Critical |
P2 - Medium |
P3 - Moderate |
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Medium |
P2 - Medium |
P3 - Moderate |
P4 - Low |
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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).
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)
In case of unavailability of the Admin console, we will activate the support@cloudi-fi.com email to open a new ticket.