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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
Email
Web
Toll-free hotline
Email
Web
Toll-free hotline (severity 1 issues only)
Email
Web
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
Technical Escalation Yes Yes Yes
Management Escalation Yes Yes Yes

Background info and descriptions

Web Support

For customers with a current Support contract, our Support Portal provides a broad array of information and documentation.

Email Support

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 Support

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.

Additional Background

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.

Support Specifications

Technical support is provided in English.