Cleura Customer Service
Our customer service team can help with pre-sales, basic service inquiries and bug reporting. You will receive an answer from us within 24h during our opening hours: Monday to Friday – 8am to 5pm (CET).
For technical support, please read more about our support plans.
For technical support, please read more about our support plans.
Compare additional support plans
All Cleura users have access to customers service, documentation and our knowledge base. We also offer additional support packages for both Public Cloud and Compliant Cloud customers.
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 Time | |||||
Service Requests | <24h | <24h | <24h | <8h(1) | <4h(1) |
Incidents | N/A | <24h | <12h | <4h | <4h |
Resolution Time | |||||
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
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Onboarding package with
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Onboarding package with
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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
(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.