Cloudserve provides 24×7 UK based support for all services and products. Once the implementation of your Cloud Service is completed the focus shifts to the effective management, monitoring, and support to ensure we meet and exceed our service commitments to you.
Cloudserve utilise a range of monitoring and management tools to pro-actively monitor and manage your services to ensure uptime, availability and performance. Cloudserve utilises an ITIL compliant fault tracking system allow customers to report change or support requests by phone, email or via the support website.
Cloudserve Support is provided solely by our UK based support team providing guaranteed response times to support issues and change requests according to our Service Level Agreement (SLA). Cloudserve provides a 99.9% SLA for all services ensuring minimal un planned downtime for all services.
We recognise the importance of good customer support. Whilst our support teams are only available for direct telephone contact between 08:30 and 18:00 as standard you can log a trouble ticket at any time 24×7. Cloudserve systems are monitored 24 x 7 your systems around the clock.
Your questions and problems will always be dealt with by the same team encouraging continuity of support and a greater understanding of your business and its needs. Our support ‘pods’ replace the standard 1st, 2nd and 3rd line support model with small, highly skilled operational teams. This encourages knowledge share, transfer of skills and the ultra-fast resolution of issues. Each team has a fixed number of customers to look after and is rewarded for keeping them happy!