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Welcome

As a Cloudamize customer you have access to a wide range of resources designed to assist you in the event you encounter technical issues with our Platform. We strive to provide excellent support, and want you to know what to expect when you contact us. You deserve excellent service from initial contact to your issues resolution. We measure our success by your satisfaction. 

Purpose

This document has been produced to provide guidelines and reference materials in the event you require Cloudamize Technical Support. Within we provide the following:

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Please carefully review this guide as it contains important information regarding the support and service provided by the Cloudamize Technical Services teams. Thank you for choosing Cloudamize.

Roles and Responsibilities

Role

Responsibilities

Customer

  • Have a technical understanding of the environment being assessed

  • Provide technical resources to troubleshoot internal issues in the event they arise

Cloudamize Partner

  • Have a technical understanding of the environment being assessed

  • Know which resources to engage on-site in the event of a technical issue

  • Provide 1st level support for the Customer

  • Engage Cloudamize Technical Support when issues need to be escalated

Cloudamize Technical Support Engineer

  • Understand the business impact of Customer Issues

  • Provide technical expertise in regard to the Cloudamize Platform

  • Troubleshoot and resolve 2nd level support issues

  • Escalate issues to 3rd level support and Management as necessary

Cloudamize Technical Account Manager

  • Have a technical understanding of the environment being assessed

  • Monitor installation and data collection progress

  • Provide a “walk-through” and answer questions about the results delivered

  • Provide proactive resources to prevent potential technical issues

  • Handle or direct any non-technical inquiries to the appropriate parties

Cloudamize Support Manager

  • Ensure the highest level of support is provided to our Partners and Customers

  • Ensure adherence to Support SLAs 

  • Keep apprised of high-priority issues 

  • Handle customer escalations as needed

 

Getting Started with Cloudamize

Overview

Cloudamize is a platform which enables you to capture detailed analysis of your predicted costs and performance, as well as design a successful roadmap for cloud migration based on application dependencies, suitability, and readiness while ensuring cost-performance optimization at the moment applications are ready to migrate to the cloud. 

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If you inform us that you cannot currently address an issue further, we will assign the case a status of ‘Pending’ and wait for your next contact. After 48 hours, we will send you a notification asking for an update to the issue. You will receive another notification after 4 days if we did not get a response to the notification sent after 48 hours. Finally, there will be a final notification sent after 6 days of no response from you and the ticket will be considered resolved after 7 days of no response after we have asked for more information.

Reporting a Problem

Before contacting Customer Support 

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