Support
IT technical support services.
Cloudfabric provides on-site and remote technical support. To protect privacy and data security, you always decide whether to authorise a remote connection, by starting the software and giving the connection code to our operators.
Remote support
Authorise the connection.
For remote assistance, by authorising the connection you consent to the processing of personal data (notice under articles 13-14 of EU Regulation 2016/679, GDPR). Before proceeding, please read our Privacy Policy.
Nights and holidays
Outside regular phone hours, support is provided by phone only for P1 and P2 emergencies, after entering a reserved PIN. The PIN is sent together with the instructions: if you haven't received it, contact our offices.
Cloudfabric supports infrastructure that must guarantee a service level, assisting professional users 24 hours a day. The explanations you give are assessed against the objective criteria of the urgency levels.
Support numbers
Call the office that looks after you.
If you are not sure who is asking you for a remote connection, call our support numbers directly.
Hours: Monday to Friday, 8:00–12:00 and 14:00–18:00 CET. 24×7×365 response with PIN code.
How to get help
Phone, email or portal.
You can get support by calling our numbers or by email. We take on each request according to an objective classification of its urgency. Regular users can manage their tickets from the helpdesk portal.
You can also write to us from the support chat, at the bottom right of every page.
Urgency levels
The classification depends on the business impact.
When you open a request, Cloudfabric identifies its classification together with you. Not every contract gives access to every urgency level: choose the plan that matches how critical the service you need to protect is.
| Code | Problem classification | Contract required | Contact | Taken on within |
|---|---|---|---|---|
| P1+ | A problem, solvable with remote support, that blocks an important resource or several resources, putting the customer in a position to cause disruption to its own users with no temporary workaround. | Yes | Phone | 1 hour |
| P1 | As P1+, for problems that require an on-site intervention. | Yes | Phone | 2 hours |
| P2 | A problem that partially blocks one or more resources, exposing the customer to potential reputational damage with its users. | Yes | Phone | 4 hours |
| P3 | A problem that, while not risking disruption for the customer's users, is urgent because of its type or related risks. | No | Phone, email | Next business day |
| P4 | A problem that does not affect infrastructure stability but must be solved within a set time to keep it efficient. | No | Phone, email | 5 business days |
| P7 | A problem that does not require an SLA for its resolution. | No | Phone, email | Best effort |
Support contracts
Responsive, Mainstream, Proactive.
Each device can be associated with a contract type that extends its services. The features apply in general to every device category; some services may have specific ones.
| Feature | Responsive | Mainstream | Proactive |
|---|---|---|---|
| Fault and alarm handling, response | |||
| Phone response during office hours | ✓ | ✓ | ✓ |
| Remote assistance during office hours | ✓ | ✓ | ✓ |
| On-site intervention during office hours | ✓ | ✓ | ✓ |
| 24×7 phone response with switchboard access code | – | – | ✓ |
| 24×7 remote assistance for P1 requests on whitelisted devices | – | – | ✓ |
| 24×7 on-site intervention for P1 requests on whitelisted devices | – | – | ✓ |
| Accessible urgency levels | |||
| Fault handling with P7 urgency | ✓ | ✓ | ✓ |
| Fault handling with P4 urgency | ✓ | ✓ | ✓ |
| Fault handling with P3 urgency | ✓ | ✓ | ✓ |
| Fault handling with P2 urgency | ✓ | ✓ | ✓ |
| Fault handling with P1 urgency | – | ✓ | ✓ |
| Fault handling with P1+ urgency | – | ✓ | ✓ |
| Remote assistance free of charge | |||
| Free until resolved for faults not caused by human error or intervention | ✓ | ✓ | ✓ |
| First 15 minutes free for other requests | – | ✓ | ✓ |
| On-site interventions free of charge | |||
| Rented devices: free intervention until resolved | ✓ | ✓ | ✓ |
| Other devices: free intervention until resolved | – | – | ✓ |
| Service features | |||
| Code for the automated answering system | ✓ | ✓ | ✓ |
| Loan of spare parts | – | ✓ | ✓ |
| Temporary replacement device | – | – | ✓ |
| Hardware inventory | ✓ | ✓ | ✓ |
| Software inventory | ✓ | ✓ | ✓ |
| Monitoring of critical parameters | ✓ | ✓ | ✓ |
| Patch management | – | ✓ | ✓ |
| Terms for rented devices | |||
| Activation and deactivation without penalties | ✓ | ✓ | ✓ |
| 3-month minimum after each start or replacement | ✓ | ✓ | – |
| Media retention on failure or end of service (paid addendum, on request) | ✓ | ✓ | ✓ |
| Free replacement when the previous system is cloned | ✓ | ✓ | ✓ |
Software download
Utility software.
Download the software only when our technical staff asks you to, and don't use it without their instructions.