Response Times
Our support commitment varies by plan. Times are for initial response. Starter and Pro are measured during UK business hours (Monday-Friday, 9am-5pm GMT); Enterprise P1 is measured on a 24/7 calendar basis.
| Plan | Initial Response | Support Hours |
|---|---|---|
| Starter | 4 business days | Business hours |
| Pro | 2 business days | Business hours |
| Enterprise | Per signed support agreement | 24/7 P1 escalation |
Issue Priorities
| Priority | Definition | Example |
|---|---|---|
| P1 - Critical | Production down, all users affected | Application won't start, license validation failing |
| P2 - High | Major feature broken, workaround exists | Rotation failing for specific vaults, alerts not sending |
| P3 - Medium | Minor issue, no business impact | UI display issue, non-critical feature request |
| P4 - Low | Questions, enhancement requests | How-to questions, documentation feedback |
What We Support
CertifyClouds runs in your Azure environment. Here's what our support covers:
We Help With
- CertifyClouds application issues and bugs
- Configuration and setup questions
- Integration guidance (webhooks, alerts)
- Best practices and recommendations
- License and billing questions
Outside Our Scope
- Your Azure infrastructure issues (contact Microsoft)
- Key Vault permission problems (we provide guidance, you implement)
- Network connectivity issues in your environment
- Custom development or modifications
Note: CertifyClouds uptime depends on your Azure environment. We don't control your infrastructure, so we can't guarantee application uptime. Our commitment is to ensure the software works correctly when your infrastructure is functioning.
Before Contacting Support
Help us help you faster by including:
- License tier: Starter, Pro, or Enterprise
- Deployment type: Container Apps or ACI
- Error messages: Exact text or screenshots
- Steps to reproduce: What you did before the issue occurred
- Container logs: Recent logs from your deployment (if applicable)
Self-Service Resources
Many questions can be answered through our documentation: