Contact
| Channel | Details |
|---|---|
| custsupport@cloudsine.tech | |
| Contact form | weborion.io/contactus |
Severity levels
Severity 1 — Critical
Incidents causing significant impact on operations. Examples include:- Complete outage of WebOrion Restorer Services
- WebOrion Restorer unable to fail over in a live incident
- Restorer replica scheduled crawl halted for more than 1 scheduling interval
| Support availability | 24×7 |
| Response time | Within 30 minutes |
| Contact method | Reach out to our support number |
Severity 2 — Minor
Issues causing minimal impact with a workaround available. Issues not explicitly covered in the user guides will be answered within 3 business days. Examples include:- Request for onboarding/offboarding of domains
- Configuration enquiries
- 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 user accounts
- Security checks (CVE assessment with CVSS score < 9)
- Feature requests
- Knowledge transfer
| Support availability | 8×5×NBD |
| Response time | 2 weeks or more |
| Contact method | Email custsupport@cloudsine.tech |