Rest assured you are in good hands! At Cloud Academy we are passionate about customer support, and we are continuously improving our tools and processes to provide for the best possible customer experience. This article gives you an idea of what you can expect when you need assistance.
Customer support can be your first point of contact for any question or issue you come across while using the web platform or the mobile app.
Hands-on Lab Chats
We know that problems during hands-on labs require urgent attention, so that's why we offer real-time chat with support in labs. If you are having trouble with a hands-on lab, you can chat with customer support by using the Support buttons in the lab.
This button starts a real-time chat to work on technical problems. See How can I get help if I have a problem with the labs? for instructions on using the Support button.
Other Support Requests
You can contact customer support right from this help center. Click the Submit a request link the upper right-hand corner. You can also email firstname.lastname@example.org.
When you submit a request to customer support, you should immediately receive an automated response letting you know that your request was received.
You can expect a response from a customer support representative:
- Within 4 hours during the business week (6 am Mon-6 p.m. Fri UTC)
- Within 8 hours on weekends and holidays
If your issue needs to be escalated to an expert, your customer support representative will connect you with the right person. If you have questions about the course subject matter, we'll be happy to pass them along to the lecturer for you. Escalating questions will increase the response time, usually by 24-48 hours.
Dedicated CSMs for Enterprise
If you are a member of an enterprise account with an assigned CSM, you can also directly contact your CSM, especially for questions about:
- Adjusting your number of licenses
- Renewing or cancelling your account
- Creating/assigning Training Plans
If you are not sure who your CSM is, look for the widget on the bottom left corner of your dashboard.