Support Plans for Cleura Cloud

Support plans for Cleura Cloud comes in three flavours to cater to the needs of Business, Professional and Enterprise customers. An active support plan gives access to our Service Portal, technical support and dedicated Customer Success teams.

Cleura Support Plan tiers:

• Business Plan – Prioritized support and standard response times for typical business use cases.
• Professional Plan – Faster responses, deeper technical advice, and extended support hours.
• Enterprise Plan – 24/7 incident handling, dedicated account manager, and guaranteed SLAs.

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	Extended business Hrs (07-20 CET weekdays) excl. holidays	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: Introduction sessions Guidance by Cleura cloud architects	Onboarding package with: Introduction sessions Guidance by Cleura cloud architects 5 implementation hours included (3)	Onboarding package with: Collaboration channel Introduction sessions Guidance by Cleura cloud architects 10 implementation hours included (3)
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.

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