Cloudmatic Technologies — Support Policies
Website Designing & Hosting — Support commitments, SLAs, backup and maintenance policies.
1. General Support Availability
Support Channels: Email and Ticketing System
Business Hours: Monday–Saturday, 9:00 AM – 6:00 PM IST
Emergency Support: 24/7 via ticket escalation for server down / website inaccessible issues.
Who can avail and request
Support is available exclusively through Email and Ticket System.
Only registered accounts (Email ID) can request and access support via Email and Ticket System.
To add your employee, Staff, or third person to your account management, please send a formal request from registered ID with their name, tel no (for verification) and email ID.
2. Scope of Support
- Website uptime monitoring.
- Server-related issues (downtime, hosting errors, database issues).
- SSL certificate installation & renewal (if included in plan).
- Basic DNS management (A, MX, CNAME, TXT records).
- Assistance with control panel (cPanel).
- Bug fixes for commissioned website designs during warranty / AMC period.
- Security patches and regular backups (if included in hosting plan).
- New features, or third-party plugin/module issues.
- Website content updates (unless under a content management contract).
- Malware removal or recovery due to client-side negligence (weak passwords, pirated plugins).
- Support for third-party software or scripts not provided by Cloudmatic.
3. Response & Resolution Times (SLA)
- Critical Issues: Response within 60 minutes, resolution within 4 hours (Server down, website inaccessible, email not working).
- High Priority: Response within 2 hours, resolution within 8–12 hours (website errors, DB issues, partial downtime).
- Normal Priority: Response within 6 hours, resolution within 1–2 business days (minor bugs, routine changes).
- Low Priority: Response within 12 hours, resolution on mutual agreement/timeline.
4. Communication & Escalation
All tickets are assigned a unique ID for tracking. Clients may request escalation via ticket if an issue isn’t resolved within SLA time.
- Level 1 — Support Executive
- Level 2 — Technical Manager
Include URL, account details, screenshots, and any error messages when submitting a ticket to help us resolve faster.
5. Maintenance & Downtime
- Scheduled maintenance: notified at least 24 hours in advance via email/ticket.
- Emergency maintenance: communicated immediately with regular updates.
- Monthly uptime guarantee: 99.5% (excluding planned downtime).
6. Backup & Data Security
- Hosting plans may include automated daily/weekly backups (based on package).
- Clients are encouraged to maintain their own backups as an additional precaution.
- For client-requested recovery, restoration will be attempted from the latest available backup (success not guaranteed).
7. Website Design Support Policy
- Warranty Period: 30 days post-project delivery for bug fixes & minor adjustments.
- Annual Maintenance Contracts (AMC) available for ongoing updates, plugin/theme updates, and performance monitoring.
- New feature requests or design modifications outside scope will be charged separately.
8. Client Responsibilities
- Keep login credentials secure.
- Use only licensed plugins, themes, and scripts.
- Ensure timely renewal of domain/hosting to avoid suspension.
- Provide accurate content and timely approvals during website design projects.
9. Termination of Support
Support may be limited or terminated if any of the following occur:
- Payments are overdue.
- Client uses hosting for illegal, malicious, or abusive activities.
- Client installs unlicensed tools/plugins/software not commissioned by Cloudmatic (AMC becomes null and void).
- Repeated violations of company policies.
10. Policy Updates
Support policies may be revised periodically. Clients will be notified via email or client portal announcements.
www.Cloudmatic.in
Last updated: Oct 1, 2025
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