Tech support

How can I ask for tech support?

Our main communication channel for paying clients/partners is support.cloud68.co. On-boarded clients/partners can also contact our team by using support@cloud68.co, which will open automagically a support ticket for you.

What are your support days and hours?

Our friendly tech support team is available from Monday to Friday 9.00 - 17.00 CET/CEST timezone. Below are the days that our team is not expected to offer tech support, expect in high priority situations:

  • January 1st
  • January 2nd
  • March 14th
  • May 1st
  • August 15th
  • November 28th
  • December 24th
  • December 25th
  • December 31st

Important note: this dates refer only to daily operations. Our team monitors our and your infrastructure around the clock to make sure everything is up and running and most importantly secure.

Scheduled maintenance

For scheduled maintenance to your instance the main contact person responsible for the Subscription package will be notified by email (at least). We usually work on planned instance updates on weekends (Saturday to be more specific), unless there is a request from one of our Subscribers to act differently. In certain cases and where applicable we will make sure to also add a notification notice (see below) for the day and time that the scheduled maintenance will be implemented.

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Service not available

In case of unplanned disruption of service we will notify our Subscribers using the following methods:

  1. email directed to the main contact person responsible for the Subscription;
  2. Twitter announcement from our official account: twitter.com/Cloud68HQ.

Do you offer support via phone?

Our team members are millennials and GenZ members and are not used to use 'the phone'. We use BigBlueButton (open source software of course) for video calls to offer tech support. It's just like using 'the phone', but better. Everyone on a Subscription plan can easily schedule a call to reach our tech and user support team by visiting cloud68.co/schedule-a-call

What about tech support via Twitter?

Sometimes we also answer questions on our social media channels, but it’s is not guaranteed that we will answer there as quickly as if you contacted us at our primary support channels. Just a reminder that our Twitter account is @Cloud68HQ.