CloudByte Support Programs
This section outlines the features, response time targets, and other key information about our support programs.
Features by Program
This summarizes major features by program.
|Feature||Gold Support||Silver Support||Warranty Support|
|Standard Term||One Year||One Year||90 days from download or receipt of the product|
|Contact Options||Toll-free hotline
Toll-free hotline (severity 1 issues only)
|Coverage||24 x 7 x 365||Between 8am-5pm in local time zone on normal work days, Monday – Friday||Between 8am-5pm in local time zone on normal work days, Monday – Friday|
|Initial Response Time||Varies by severity of the issue from 1 to 6 hours||Varies by severity of the issue from 1 to 16 hours||Varies by severity of the issue from 2 to 24 hours|
|New Releases Provided Without Additional Charge During Term||Yes||Yes||Yes|
Background info and descriptions
For customers with a current Support contract, our Support Portal provides a broad array of information and documentation.
Customers may request assistance from CloudByte technical support via email. Please note that for Priority 1 issues, customers are encouraged to contact CloudByte via either the US or India toll-free phone numbers. All email incident reports are logged into the CloudByte support CRM database and are addressed based upon the priority of the issues. Phone numbers and email addresses are listed on our Support page.
Telephone technical support is available 24×7, 365 days a year for all Priority 1 issues. All lower priority issues are handled between the hours of 8 A.M. and 5 P.M. in the local time zone. Phone numbers and email addresses are listed on our Support page.
Software Maintenance and Upgrades
Customers under Maintenance are entitled to all software patch releases, maintenance releases, and new upgrade releases applicable to the customer’s purchased inventory. Notification for new maintenance and upgrade releases is provided electronically by CloudByte technical support. Customers, Resellers, and OEMs must register their products to receive notifications from CloudByte.
Maintenance Services Initiation
The service period commences once the product is downloaded from CloudByte or shipped from one of its authorized resellers or OEMs. Before initiating a service request the customer must:
Register all CloudByte products (purchased or evaluation) via the appropriate online registration form.
Upon receipt of the registration request, CloudByte support will create a user ID and password for the customer enabling access to our online support center. CloudByte handles all registration requests within one business day.
CloudByte will provide the customer with a unique email ID.
Use the unique email ID for all subsequent interactions with CloudByte support.
Technical support is provided in English.