Support Policies

CloudExtend is a brand of Celigo.  The support policies outlined here apply only to licensed CloudExtend products. CloudExtend is committed to working with its Customers to promptly investigate and resolve issues reported by its Customers. This Support Policy shall govern CloudExtend’s provision of support services to the Customer pursuant to the Customer Success Plan level that the Customer has purchased or is otherwise entitled to.

The Customer is entitled to the CloudExtend Essential Customer Success Plan as part of an active product subscription.

  • Obtaining Support

    1.1  Self service support is available online at support.cloudextend.io Support reps can be reached by using the chat icon on the support site. For apps that support it, conversations may also be started using the chat icon embedded in the app.

    1.2  Support hours are defined as the hours during which support is available during specified channels. Support hours are based on Pacific Standard Time and may be adjusted for Daylight Savings Time. The tables below provide the support hours for four(4) sample time zones. Support is not available during U.S. holidays.

    CloudExtend Essential Customer Success Plan
    Time Zone Standard Support After Hours, Urgent Support
    US Pacific 3am to 5pm
    Monday – Friday    		 None
    US Eastern 6am to 8pm
    Monday – Friday
    GMT 10am to midnight
    Monday – Friday
    Australian Eastern 9pm to 11am
    Tuesday – Saturday
  • Target Response Times

    2.1.  During support hours CloudExtend will respond within 4 hours

  • What is Supported?

    3.1.  General Questions & Answers (Q&A)
    Examples include (but are not limited to):

    • I am exporting Sales Order records but I keep getting the following error. What does it mean?
    • I am importing Customer records, but the first and last name fields are not populating. How do I fix this?
    • For my e-mail integration, why won’t this email attach to Netsuite
  • Software Bugs/Defects
    A bug/defect is subject to review and CloudExtend may not provide a solution for the bug/defect or CloudExtend may choose to provide a solution for which additional charges may apply. For example,

    4.1.  The Bug/Defect is the result of a configuration change or enhancement to the application environment

    4.2.  The Bug/Defect represents a gap in functionality that was not explicitly included in the product or integration sold (as stated in a Quote, Proposal, Requirements Document, or Change Order).

    4.3.  The Bug/Defect is found in a solution for which the Customer does not have a subscription, such as a Script or Workflow.

  • Enhancement Requests
    An enhancement request is a request by the Customer to add functionality or enhance performance beyond the current specifications of the product. The Customer may submit an enhancement request online here or via the chat icon at support.cloudextend.io. All enhancement requests are subject to review and CloudExtend may not provide a solution for an enhancement request.Depending upon the nature of the enhancement request, it may be addressed in one of the following ways:

    5.1.  Product Enhancement: The enhancement may require a change to the core product feature set. As such, the product enhancement will be communicated to CloudExtend’s Product Development department for review and consideration. An enhancement request may or may not be selected as a feature to be built into the product.

    5.2.  Solution Enhancement: The enhancement may require a custom solution. The work may require a new project and/or sales engagement, or if the request is small enough, it may be implemented and charged on a T&M basis. These classifications will be managed by CloudExtend and the results of any one request will be communicated back to the Customer. All enhancement requests are subject to additional charges.

  • Exceptions to What is Supported
    CloudExtend will not provide the Customer with support services for (i) a product without an active and current subscription; (ii) third party applications that are being integrated using a CloudExtend product; (iii) any CloudExtend product or integration that has been modified by an outside party,
  • Customer’s Obligations
    In order for CloudExtend to provide effective and timely support services, the Customer must provide CloudExtend with the following required information:

    7.1.  Steps to reproduce the problem, expected results and actual results

    7.2.  Links to records that contain error messages and/or are in an invalid state

    7.3.  Screenshots and/or video representations of the problem are optional and extremely helpful