Table of Contents
- Support Request Policies
- Submitting Support Request
- Technical Service Agreement
- Tracking Your Support Requests
- Support Request Resolution Policy
- Participating in Customer Satisfaction Survey
About This Guide
This article is intended for all CloudBlue customers with product- or license-related issues to resolve. This guide is intended to provide a better understanding of how the CloudBlue Support team works to resolve issues in a timely manner and with minimal effort on your part.
About The CloudBlue Support Team
As the face of the company, the CloudBlue Support Team is an integral part in ensuring the success of our customers. We provide exceptional service 24 hours a day, 7 days a week, 365 days a year. We strive to bring high value to our customers in resolving their support and business needs.
The CloudBlue Support Department is a team of highly skilled specialists. We employ about 100 people in different offices across the globe. Together with our customers, we work each day to improve our service. Our technical experience grows through regular product training of CloudBlue products and certification programs for the platforms and operating systems of our products. This allows us to provide solutions based on industry standards, best practices, and certified knowledge you can trust. Our motto is "We can only be as successful as our customers." We take pride in providing our clients with timely, helpful, and efficient support.
CloudBlue Support Specialists
We have the following customer-facing specialists in the CloudBlue Support Team:
- Support Engineers (SE) can help you with any technical product inquiry; perform root cause analysis; or provide workarounds for mission-critical services. When needed, they will route your issue to developers for an efficient solution or workaround.
- Technical Account Manager (TAM) provides proactive support to you and your business; a coordinator familiar with your business and configurations; and finally, your advocate. Read more about the CloudBlue Technical Account Manager program here.
2. Free Support Resources
To understand all the advantages of the Support Portal and to use all Support tools to the fullest extent please follow the link. Before contacting the Support Team, we recommend that you check our free-of-charge self-support options, such as Product Documentation, Knowledge Base and Forums.
Documentation for all products can be found on the Support portal
CloudBlue Knowledge Base contains known solutions for the most frequent questions and problems. The Knowledge Base is regularly updated with new cases and resources as they become available. It is recommended that Customers check back often for updates.
In the Knowledge Base, you can search for a solution by simply typing a key phrase related to your question or product problem. To create a more defined search, you may want to utilize the drop down menus to be more targeted.
3. Creating Support Requests
Support Request Policies
In this section, you can find information on the incident deduction policy, one-ticket-per-issue policy, support request severities, and support code.
Incident Deducting Policy
If you have a support contract that includes a limited number of incidents, one incident will be deducted from the contract when you create a ticket via our ticketing system or call center.
Once an incident is deducted from your support contract, it cannot be credited back until refund conditions are met.
Important: The support contract has a limited number of incidents (tickets). Remaining incidents will expire along with the support contract.
If you have created a request via the Customer Service team regarding any licensing issue, the incident will not be deducted from your support contract.
One Ticket - One Issue Policy
According to general support rules, our customers should create separate tickets for each individual issue or question. It is often difficult to trace the status of the original problem when various independent requests are mixed in a single thread. The "one ticket - one issue” method helps the support team to process support requests in a more efficient way.
Support Request Severities
Severity level indicates the relative impact of an issue on customer’s systems or business processes. CloudBlue support uses the following guidelines to evaluate the severity of support requests:
- Severity 1 (Urgent): A customer is unable to install and run the software because of problems with a license key, the computer (server) fails to start, or the software crashes and corrupts data. No workaround or immediate solution is available.
- Severity 2 (High): A customer is unable to install and use a program component or a feature described in the documentation. A temporary workaround may be available as CloudBlue attempts to resolve the issue.
- Severity 3 (Normal): A customer is able to use the software; however, there is a partial non-critical loss of functionality of the software.
- Severity 4 (Low): A customer encountered a minor cosmetic issue, errors in the documentation, or asks for information about software usage, enhancements, or modifications.
The detailed severity definitions can be found here.
Important: The selected severity should be reasonable. Support engineers may reduce the severity of the ticket after your confirmation if it does not match the formal definition.
Submitting Support Request
There are different ways to submit a Support request to CloudBlue Support Team. You can choose the one that suits you the best:
- Create a request through the web form
- Submit your request by phone
Creating Requests via the Web Support Form
You can submit a support request to CloudBlue Support Team via our web form. Prior to submitting a request, please make sure that you have a valid support code.
To create a support request via the web form, please follow these steps:
On the home page of the Support Portal (https://www.cloudblue.com/support-request/), click CloudBlue Support Request link. You will be taken to the Submit Support Request page. On this page select the CloudBlue Product with which you have an issue.
On the Product Information step you will be requested to submit the details of the request like the request type, the platform version, the affected module etc. You can choose answers from the respective drop-down menus. Then you will be redirected to Search for a solution step where you can use error messages or other keywords to find a solution in our knowledge base.
After the search is submitted, you will see the list of relevant Knowledge Base articles for the component and keywords you have used. Please look through them carefully. Most likely, they will contain the solution for your issue, and you will avoid creating a request that deducts from support contract total.
If you have found the solution to your issue in some of the suggested articles, click Yes, please cancel this request button below the question “Did any of the articles above help you resolve your request?” Otherwise choose the No, I still need help option and enter your support code to continue.
On the Steps to reproduce page enter problem description in detail. Make sure you fill in all required empty fields and attach files if necessary.
To reduce resolution time and avoid additional contacts from the Support team to clarify the situation, please provide as much information as you can:
- Issue description itself.
- Current server and network configuration.
- Exact error which appears in the product.
- Exact error which appears in other logs.
- All related log files (System/Event log, mail logs, database logs, apache/IIS logs).
- Screenshots (if needed).
- The exact time the error occurred.
- Any specific information such as user/subscription IDs, affected mailboxes, and/or domain(s).
- Any KB articles that you have already reviewed as part of your troubleshooting process.
- Describe the exact steps for reproducing the issue.
- Describe the latest actions made on the server before the problem had occurred.
- Describe the steps you tried to do to fix the issue.
- When you click Continue you will be redirected to Server Access step where you will be requested to provide the access data so an CloudBlue Support Engineer can login to the affected environment to investigate the reported issue.
Finally on the Contact Information step you can submit the contact detail so CloudBlue Support Team can contact you regarding the support request. Please provide a valid phone number and the appropriate call level in order to make the communication the most efficient. Select the ticket severity to reflect the issue scale and importance and click Submit to complete the procedure.
Upon submitting the request, you will receive a confirmation e-mail with the request ID assigned to your request, ticket severity, and estimated response time. Please read carefully all the data provided therein. This data will help you in further communications with CloudBlue Support Team.
Important: In all future correspondence regarding your current issue, always include the request ID in the e-mail subject line.
Submitting Request by Phone
We provide phone support for questions about product functionality and known issues covered in CloudBlue Knowledge Base or to receive/provide updates to previously submitted support requests. For support requests not covered by the CloudBlue Knowledge Base or known issues, we encourage you to submit requests via the Support Request Portal. This ensures we have all required information to complete your request in a quick manner.
Prior to using our phone support, please make sure:
- You have an active support contract on your support code.
- The phone support is covered by your support contract.
- You have Request Tracker ID for your currently opened case.
To submit your support request over the phone, use any of the phone numbers listed at https://www.cloudblue.com/support-request/.
If you have already created a ticket on the issue you want to solve, please enter the ticket number during the call at the request of the phone menu system.
If you don't have a ticket on this issue, a ticket will be created automatically and its number will be given to you.
Complex issues requiring investigation and CloudBlue Technical Support Representatives work on customer's server(s) can be reported by phone. Further work by CloudBlue Technical Support staff takes place offline. Per customer request, updates on work progress can be received either by phone or e-mail.
4. The Support Request Workflow
Technical Service Agreement
To be able to solve your issue, Support Representatives might need remote access to your server or control panel. In this case, you need to sign our Technical Service Agreement. By signing this Agreement, you authorize CloudBlue either to start or to continue providing support services.
To sign the Technical Service Agreement, follow these steps:
- Go to https://cscontact.cloudblue.com/spf.
- Fill in all required fields (the ones marked with asterisks). Please read the agreement carefully and provide all necessary information.
Important: Close access to your server/service after your issue has been resolved.
Tracking Your Support Requests
If you place any support request (ticket) to CloudBlue Support Team, you can check status of your request in our Request Tracking system (RT) by yourself. RT also enables you to resolve your tickets and open new ones.
Setting Up Access to Request Tracking Self-Service Portal
To be able to work in CloudBlue RT Self-Service, you need to get access. To get access to RT, please follow these steps:
- Go to https://support.cloudblue.com/.
- Click Get password on the login window.
- Enter the e-mail address that was utilized for one of your existing tickets. If you have not yet submitted any ticket, please see the Creating Support Request section of this document.
- Click Send. RT will send you an e-mail with your activation link. If you do not receive any e-mail within 30 minutes, try again or contact CloudBlue Support.
Working With Support Requests in the Request Tracking Self-Service Portal
In the CloudBlue Request Tracking Self-Service Portal, you can track your existing tickets, resolve them, or open new tickets.
To log in to CloudBlue Request Tracking Self-Service, do the following:
- Go to https://support.cloudblue.com/SelfService/
- Enter your Username and Password. In the Self-Service menu, you will see the following options:
- Open tickets. This option allows you to filter currently open tickets.
- Pending Confirmation / Closed tickets. This option allows you to filter closed tickets.
- New ticket. This option takes you to creation of a ticket through the web form.
- Search. This option allows you to search for tickets by their status and content.
Important: A ticket that has already been closed cannot be reopened.
Support Request Resolution Policy
A support ticket is considered closed in the following cases:
- After you have confirmed that CloudBlue Support Team has resolved the reported issue.
- After CloudBlue provided a solution, and we did not receive any further request for assistance from you within 14 days of the resolution notification.
- If CloudBlue cannot resolve a certain issue or decides not to resolve it with acknowledgement and agreement from your side.
- Problem is a known bug, and a fix release is set for some later micro-update or revision of the product.
Participating in Customer Satisfaction Survey
Our current and future services are based largely on feedback from our customers. In addition, your satisfaction with our services is the only way we measure our success. We conduct customer satisfaction surveys that give you the opportunity to let us know how we are doing.
After we have set the ticket to the Pending by Customer’s confirmation status, you will receive a short e-mail with the link to the online survey form.
Please follow the link and answer a few questions regarding the quality of ticket processing. Your feedback will help us improve our support and increase your success.
The survey form itself is very simple and intuitive.
You may submit the survey form after logging to Self-Service Portal with your account (please refer to “Getting Access to Request Tracking Self-Service”) and submit short surveys for all tickets using the “Submit selection” button or open a ticket and fill in the detailed form, leaving your comment about CloudBlue service.
5. Legal Information
Product Lifecycle Policy
Rapidly changing technologies as well as competitive pressures influence the level, timing, and character of demand for a particular product or group of products. All of this drives the need to introduce new products and services and to EOL older software revisions as well as products.
CloudBlue provides Software support for all Software for (a) the current Release and the greater of (i) the two immediately preceding Releases or (ii) all Releases made available in the 12 months preceding the release of the then current Release.
Once a product has been withdrawn from Marketing, the maintenance coverage will continue to be available up to the End of Support date. Our customers will be notified at contract renewal of any maintenance price changes or support level changes. Formal notification will be made to all maintenance-paying customers of record advising them of the EOS dates. CloudBlue appreciates your business and we hope to continue to serve you in the future.
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