Contact 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 Business support and Enterprise support plans.
For technical support, please read more about our Business support and Enterprise support plans.
Compare our support plans
All Cleura users have access to customer service, documentation, and our knowledge base. We offer plans for both business and enterprise customers for technical support and access to our Customer Success teams.
| Basic | Business | Enterprise | |
| Service Levels | |||
| Availability | Business Hrs CET | 24/7/365 | 24/7/365 |
| Response Time | 24 Business hrs for general guidance | Down to 1h for production systems | Down to 30 min for business-critical systems |
| Resolution Time | - | - | According to agreement |
| IaaS Access | |||
| Public Cloud |  |
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| Compliant Cloud |  |
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| Private Cloud | |
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| Support Access | |||
| Operational info | cnstatus.com | Public: cnstatus.com Compliant: compliant.cnstatus.com |
Public: cnstatus.com Compliant: compliant.cnstatus.com |
| Guiding documentation | Cleura Docs | Cleura Docs | Cleura Docs |
| Architectural support | - | Generic guidance | Contextual guidance |
| General guidance | Not included | Add-on services available for Cleura Public Cloud, OpenStack and application/OS/DB support | Included for Cleura Public Cloud and OpenStack. Add-on services available for application/OS/DB support |
| Support channels Staffed Business Hours CET |
Email (only for bug reporting and service inquiries) | Email Chat Phone - extended on call support 24/7 Service portal - extended on call support 24/7 |
Email Chat Phone - extended on call support 24/7 Service portal - extended on call support 24/7 |
| Customer Team | - | - | Yes, a full customer team |
| Guaranteed support languages | English | English | English Swedish (on request) |
| Additional Benefits | |||
| Onboarding Journey | Digital | Public: Digital Compliant: Onboarding package included |
Onboarding package included |
| Cloud Environment Review | - | Add-on service | Annual workshop |
| Governance | |||
| Maintenance News | Newsletter | Newsletter | Direct e-mails + Operational Forums |
| Collaboration Forums | - | - | Monthly Operational forums Quarterly Tactical Forums Annual Strategic and Security Forums |
| Price | Free | €189 per month or 3% of monthly usage in Cleura Public Cloud (whichever is highest applies) |
€6995 per month or
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