> ## Documentation Index
> Fetch the complete documentation index at: https://docs.weborion.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support

> Get in touch with the CloudsineAI team for technical assistance with WebOrion Restorer.

If you need help with WebOrion Restorer, the CloudsineAI support team is available through the following channels.

## Contact

| Channel          | Details                                                         |
| ---------------- | --------------------------------------------------------------- |
| **Email**        | [custsupport@cloudsine.tech](mailto:custsupport@cloudsine.tech) |
| **Contact form** | [weborion.io/contactus](https://www.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](mailto: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](mailto:custsupport@cloudsine.tech) |