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.
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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.

Business Public Cloud

Technical support for Cleura Public Cloud
Service Portal
Technical support
Prioritized resolution time

€175 / month
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Business Compliant Cloud

Technical support for Cleura Compliant Cloud
Customer Success Manager
Architectural guidance

€430 / month
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Extended guidance & technical support
Phone support
Specialist support
Professional Services

€1,295 / month
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Dedicated success team
Customer team
Dedicated technical support
Operational forums

€5,140 / month
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Pre-sales & basic inquiries
Email Support
Cleura Docs
API Documentation

      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
    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
    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
    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.