CloudFran™ Support for CloudFran™ Services

Updated: November 25, 2021

Product Documentation and Knowledge Base

CloudFran provides a detailed set of help resources within the CloudFran™ System that can be accessed by subscribers from the online help system.  Subscribers can search on specific topics to find the answers to any questions concerning the use CloudFran™ Services.  Additional help resources are available that provide enhanced information on the use of advanced features, e.g., marketing campaigns.

Service Availability

CloudFran has a goal of delivering a highly available system solution with 99% uptime.  Generally, any updates are performed in non-core working hours and is updated one page at a time, allowing for partial continued functionality across the other system services.  System operation will be made available for our customers for 7 days per week access.

Support is here when you need it:

• Hours: All support tools and materials are available 24 hours a day. The Technical Support team is available through online support requests.

• Online support:All resources that comprise the Technical Support ecosystem are available within the online CloudFran™ System.  Customers receive user IDs during the implementation process.  We are committed to providing a high level of service and fully answering any of your support related questions.
•  

How to submit an Incident:

To report an issue, submit a case: Login to the CloudFran™ Services in the cloud. 

Select “Help” and then select “Ticketing System.”

Select “Create A New Ticket”

Make your selections for the ticket creation

Select “Submit”

A CloudFran™ service representative will be assigned and will follow up with you for the resolution of your incident.