Support via ticket system
Everything begins with a ticket. We ask for your understanding that we may accept your requests for your own protection only by ticket. Only in this way we can guarantee your authorization.
Our support team is ready to help you 24/7 hours. We are working hard to develop a new ticket system that will make many things much easier, faster and more automated for us and our partners, but that will take a while to complete. In the near future you will be able to do many tasks by yourself with “just a click”.
Open a ticket: How?
If you have a request please open a ticket in the service portal:
Support via emergency call
Our emergency hotline is for you available 24/7 hours at +49 2822 7131 600 for emergency issues.
That is very important to know in which cases you should call our emergency hotline and in which cases not.
What is an emergency case?
- A productive customer is completely down. No workarounds are available.
- The customer’s core business processes are seriously affected in a live (productive) environment. Business-critical processes can not be executed.
What is not an emergency case?
- The affected system is demo or test system.
- The affected system is a live (productive) environment and:
a. A workaround is available.
b. Only minor and non-key functions are not working well.
c. Changes in general.
d. Issues caused by consultants from partner or customer.
- Unscheduled updates or go live support.
The current system status
Here you can check the current system status with just one click at any time and see if all systems are fully operational. If the status is green but something is still not working for you, please go to https://portal.cloudiax.com and report the incident.
Responsibility Cloudiax, partners and customers
- Infrastructure issues
- Access problems
- Base system set ups
- Installation of add-ons
Partners and customers
- Known SAP problems
- Configuration and customizing of SAP and inside add-ons.
If contacting to the software vendor is needed the partner or customer is responsible to contact them.
Monday to Friday 8:00 to 17:00 German time:
general working hours with full support of all cases
24/7/365: only emergency cases
Cloudiax service portal user manual
Here you will find the answers of your questions about:
Login and identity management
With login and identity management we deliver you the first step of Cloudiax services. It is very important to use the Cloudiax portal and services processes consequently!
To improve and speed up these processes your personal email address is mandatory!
- Send reminder that your password will expire
- Password reset if you have forgotten your old one
- Find out your username if you can´t remember
- Check and unblock your account if you can´t login
What are secure Login and identity management?
1. Edit profile
It is very important that you fill out your user profile. Without the profile information we are not able to run direct tasks with you and that will cause delays in the service process. Please visit the Cloudiax service portal user manual for a step-by-step answer to your question “How can I edit my profil?”.
2. Change password
If we have your profile information we are able to send a frequent reminder if your password expires soon. You are able to run a secure password change in time. Please visit the Cloudiax service portal user manual to learn step-by-step how you can change your passwort.
3. Secure logout
To protect the data and to ensure that nobody else can access your account please use the logout function.
Note: You will be logged out automatically if you don´t use the portal for two hours. Please visit the Cloudiax service portal user manual to see how you can logout.
4. Secure login management
We provide you an easy and secure password management processes like
– Password forgotten
– Username forgotten
– unblock user account (examine user account)
5. I need to have access, but I have no login
(Only for Cloudiax partner employees)
Cloudiax Configuration on Mac-Devices
go.cloudiax Configuration on Mac-Devices
go2.cloudiax Configuration on Mac-Devices
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with your local Excel?