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FAQs: Tech support

All your questions about the way we offer tech and user support answered.

How can I ask for tech support?

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

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/Mastodon?

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.

Using support.cloud68.co

We offer technical support to our Subscribers based on the packages they have.

Starter packages: standard support

Medium+ packages: priority support

Who has access to your support system?

If you are a subscriber of ours you can access our support system by requesting a username and a password at support (a) cloud68.co.

If you have a username and a password

In this case visit support.cloud68.co and get access with your credentials.

When do you offer support?

Our support team is active from Monday to Friday from 9.00 - 17.00 CEST.

 

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.

Official holidays and unavailability

 

Below are the days that our team is not expected to offer tech support, except in high priority situations:

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.

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Scheduled maintenance

undraw_clean_up_ucm0.pngFor 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

undraw_server_down_s4lk.pngIn 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. Mastodon announcement fosstodon.org/web/accounts/234260;
  3. Twitter announcement from our official account: twitter.com/Cloud68HQ.