Support is available for platform usage, onboarding, cloud connection issues, report interpretation, and risk review. Contact: support@cloudryption.com
1. Support channels
| Package | Support Channel |
|---|---|
| Pilot Starter | Email support |
| Pilot Professional | Email support + scheduled review session |
| Pilot Enterprise | Email support + scheduled review sessions |
| Essentials | Email support |
| Professional | Email support + priority handling |
| Enterprise | Priority support + dedicated review cadence |
2. Severity levels
| Severity | Definition | Example |
|---|---|---|
| P1 Critical | Platform unavailable for production customer use | Customer cannot access Cloudryption |
| P2 High | Major feature unavailable or scan blocked | Cloud scan fails for approved environment |
| P3 Medium | Feature degraded or report issue | Report generation delayed or incomplete |
| P4 Low | General question or enhancement request | UI question, packaging question, roadmap request |
3. Target response times
Response times are measured from the time a support request is received during standard business hours (Monday–Friday, 09:00–18:00 CET), excluding public holidays.
| Package | P1 | P2 | P3 | P4 |
|---|---|---|---|---|
| Pilot Starter | 1 business day | 2 business days | 3 business days | 5 business days |
| Pilot Professional | 8 business hours | 1 business day | 2 business days | 5 business days |
| Pilot Enterprise | 4 business hours | 1 business day | 2 business days | 5 business days |
| Essentials | 1 business day | 2 business days | 3 business days | 5 business days |
| Professional | 8 business hours | 1 business day | 2 business days | 5 business days |
| Enterprise | 4 business hours | 8 business hours | 1 business day | 3 business days |
Response times are targets and not credit-backed SLA commitments unless agreed in writing under an Enterprise contract. See the SLA Terms for availability commitments.
4. Support exclusions
Standard support does not include:
- Customer cloud remediation execution
- Emergency incident response services
- Penetration testing
- Custom development work
- Third-party product administration
- Cloud provider billing support
- Legal or compliance certification advice
For questions about platform scope, see Scope & Limits. For security-specific questions, contact security@cloudryption.com.
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