Customer success is a top priority at Cloud Compliance. That’s why our Essential support includes everything that our customers would commonly need to get the most out of Cloud Compliance products.
Essential Support is included in our product licensing, and there are no additional charges for it. It is recommended for customers with typical use cases and conventional requirements.
Here is what you get as part of the offering:
Customer success is a top priority at Cloud Compliance. That’s why we created Premium Support to help you quickly get the most value out of your investment.
Premium Support is an optional offering and is highly recommended for large and complex orgs. Here is what you get as part of the offering:
General:
Users can submit cases over the Web or by email. PlumCloud Labs will use commercially reasonable efforts to promptly respond to and resolve each case. Actual resolution time will depend on the nature of the case and the resolution.
A resolution may consist of a fix, workaround, or other solution in PlumCloud Labs’ reasonable determination.
Severity Levels:
Issues will be categorized and handled according to an assigned severity level. PlumCloud Labs will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below, depending on the severity level set on the case.
Cooperation:
PlumCloud Labs must be able to reproduce errors in order to resolve them. Customers agree to cooperate and work closely with PlumCloud to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.
Also, subject to the Customer’s approval on a case-by-case basis, Users may be asked to provide remote access to their PlumCloud Labs application and/or desktop system for troubleshooting purposes.
