Contact
| Channel | Details |
|---|---|
| custsupport@cloudsine.tech | |
| Contact form | www.cloudsine.tech/contact-us/ |
Severity levels
Severity 1 — Critical
Incidents causing significant impact on operations. Examples include:- Complete outage of WebOrion Monitoring Services
- Monitoring halted for more than 5× the polling interval
- Front-end portal continuously inaccessible for more than 1 hour
| Support availability | 24×7 |
| Response time | Within 30 minutes (remote) |
| Continuity plan | Within 12–24 hours |
| Contact method | Reach out to our support number |
Severity 2 — Minor
Issues causing minimal impact with a workaround available. Examples include:- Front-end portal intermittently inaccessible for more than 1 hour
- Request for onboarding/offboarding of user accounts
- Security checks (CVE assessment with CVSS score > 9)
| Support availability | 8×5×NBD |
| Response time | 3 business days |
| Contact method | Email custsupport@cloudsine.tech |
Severity 3 — Informational
General inquiries or requests not impacting operations. Examples include:- External integration support (e.g. SIEM)
- Request for onboarding/offboarding of URLs
- Security checks (CVE assessment with CVSS score < 9)
- Feature requests
- Knowledge transfer
- Alert investigations and subsequent fine-tuning
- Configuration enquiries
| Support availability | 8×5×NBD |
| Response time | 1 week |
| Resolution time | Best efforts |
| Contact method | Email custsupport@cloudsine.tech |