Help for Cloudverg customers
Customers reach our engineering team directly. Every request is logged, prioritized by business impact and tracked until it is resolved.
Email [email protected]Contact support
Email [email protected] or use the channels in your service agreement. Include your company name in the subject.
What to include
- Company and service, link or environment name
- What you see, when it started and what changed
- Business impact and who we should contact
Service levels
Response and resolution targets are set out in your service agreement. If you are unsure which applies, ask your Cloudverg contact.
How we prioritize requests
| Priority | Meaning | Examples |
|---|---|---|
| P1, critical | A production service is down or severely degraded for many users | Primary cloud link down with no failover; security incident in progress |
| P2, high | Serious degradation or loss of redundancy | Backup path down; latency far above normal on a key path |
| P3, normal | Limited impact or a workaround exists | A single site affected; reporting issue |
| P4, request | Changes, questions and planned work | Capacity change; new user access; design question |
For P1 issues, say so in the subject line. Response targets for each priority are defined in your agreement.
Planned maintenance
We announce planned maintenance that may affect your services in advance by email to your registered contacts.
Escalation
If a request is not progressing, ask your account contact to escalate, or reply to the ticket with “Escalate” in the subject.
Security issues
To report a vulnerability or suspected abuse, see our security.txt or our Acceptable Use Policy.
Not a customer yet?
For sales questions, platform information or a free assessment, contact our team.
Contact sales