Support plans
All Cleura Cloud users have access to customer service and documentation free of charge. For Business and Enterprise customers, we offer paid support plans to gain access to our Service Portal, technical support and dedicated Customer Success teams.
Detailed view of our support plans
| Free | Business Public Cloud | Business Compliant Cloud | Professional | Enterprise | |
| Service Availability | Business Hrs CET | Business Hrs CET | Business Hrs CET | 24/7/365 | 24/7/365 |
| Support | |||||
| Response Times | |||||
| Service Requests | <24h | <24h | <24h | <8h(1) | <4h(1) |
| Incidents | N/A | <24h | <12h | <4h | <4h |
| Resolution Times | |||||
| Service Requests | N/A | <48h | <48h | <24h(1) | <24h(1) |
| Incidents | N/A | <48h | <24h | <8h | <8h |
| Technical Support | |||||
| Troubleshooting | N/A |  | | | |
| Incident Report | N/A | N/A | N/A | | |
| Expert Support | |||||
| Root Cause analysis | N/A | N/A | N/A | | |
| IaaS Access | |||||
| Public Cloud | | | | | |
| Compliant Cloud | – | – | | | |
| Private Cloud | – | – | – | – | |
| Support resources | |||||
| Service status | CNstatus | CNstatus | CNstatus | CNstatus | CNstatus |
| Guiding documentation | Cleura Docs | Cleura Docs | Cleura Docs | Cleura Docs | Cleura Docs |
| Self-pace courses | Cleura Cloud Academy | Cleura Cloud Academy | Cleura Cloud Academy | Cleura Cloud Academy | Cleura Cloud Academy |
| Support Channels | |||||
| E-mail Support | (2) | N/A | N/A | N/A | N/A |
| Service Portal | N/A | | | | |
| Phone Support | N/A | N/A | N/A | | |
| Governance | |||||
| Standard Support | | | | | |
| Technical Support | N/A | | | | Dedicated |
| Specialist Support | N/A | N/A | N/A | | |
| Customer Success Manager | N/A | N/A | | | N/A |
| Customer Team | N/A | N/A | N/A | N/A | |
| Regulatory and Security Advisor | N/A | N/A | N/A | N/A | |
| Maintenance information | CNstatus | CNstatus | CNstatus | Direct e-mails | Direct e-mails + Operational Forums |
| Additional Benefits | |||||
| Onboarding Journey | N/A | Onboarding package available as an add-on | Onboarding package with:
| Onboarding package with:
| Onboarding package with:
|
| Cloud Environment Review (4) | N/A | N/A | N/A | Once | Annual workshop |
| Cleura Education | N/A | N/A | N/A | N/A | 6 courses included |
| Professional Services | 5h yearly | 20h yearly | |||
| Financial | |||||
| Volume discounts | N/A | (5) | (5) | (5) | (5) |
| Price | Free | 175 EUR/ month | 430 EUR/ month | 1295 EUR/ month | 5140 EUR/ month |
Cleura Business Hours
- Weekdays only 08:00-17:00 CET/CEST
(1) Within weekdays Business Hours only. e.g. (if the service request comes in at 16:45 on a Friday it may not be handled until Monday at 15:45 in the worst case)
(2) Only issue reporting and service inquiries.
(3) 5 resp 10 hours of professional services are included in the onboarding journey in total – one time.
(4) Environment Review. Analysis of your current cloud environment. Will provide suggestions on improvements and optimizations. Work with and inform of best practices for Cleura IaaS.
(5) Eligible for volume discounts in Cleura Public Cloud.
How to upgrade
All our support plans can be ordered through Cleura Cloud Management Portal.
