Cloudiax Support works 24/7, 365 days a year.
The responsible service desk speaks fluent German and English.
1- Via ticket
Everything starts with a ticket. The security manager can open the ticket through our portal (portal.cloudiax.com)
The following information are required at ticket opening
- Customer name as well as the number
- Which users / databases are affected?
- Screenshots of the error messages
- Exact time of the disorder
- What else works, what not?
- What has the Partner already tested / solved?
The Service Desk will solve the tickets as soon as possible.
The decisive factor is the sending date and the priority of the ticket.
Updates / Worknotes from the ticket will be sent to the person who opened the ticket via email.
You can find more information about our ticket system here .
2- Via emergency call
In the case of highly critical failures such as a standstill (generally: loss of money or image), the emergency hotline can be contacted.
Telephone number: +49 2822 7131 600 (please press the number “3” or say “emergency”).
The service desk will always prioritize an emergency call. It is important to use the hotline with responsability.
After receipt of the call, the ticket will be opened by Cloudiax, if this was not done in advance or was not possible.
Important: That is very important to know in which cases you should call our emergency hotline and in which cases not. More information
The normal working hours of our infrastructure specialists are 8:00 – 17:00 (Mo.-Fr.)
Many important questions from partners are answered here.
Portal for opening a ticket.
Explanatory videos on various technical topics about the Cloudiax environment.