At SkudoCloud, we recognise that having a reliable support system is just as crucial as providing a robust cloud platform. That’s why we provide this channel and resources to ensure you can get the assistance you need—whether it’s to troubleshoot an issue or to learn how to get the most out of our services.
SkudoCloud includes access to support for any plan, no matter the level or invoice volume.
Ticket Support System
Our central support system is integrated into SkudoCloud, our customer, billing and management platform. Through this tool, you can easily submit support tickets from your user dashboard, track the status of each request, view your communication history, and attach relevant information to help us assist you more efficiently.
Tickets are categorised into three specialised departments to ensure that the right team handles your inquiry:
1. Technical Support
This department handles all technical issues related to your cloud services. You can reach out for help with:
- Problems with deploying or managing instances.
- Network, access, or performance issues.
- Configuration of load balancing, VPNs, or security rules.
- Errors involving management, load balancers, backups, or other features.
Our technical team is trained explicitly in SkudoCloud infrastructure and follows structured procedures to resolve incidents quickly and thoroughly.
2. Sales Department
This department is dedicated to inquiries related to plans, pricing, billing, and service upgrades. You can contact Sales at:
- Any issue related to payments.
- Get details about Business or Enterprise plans.
- Receive recommendations for resource scaling or service selection.
- Inquire about migrating infrastructure from other providers (subject to technical review).
Sales can also assist with pilot tests if you’re considering SkudoCloud for critical production environments.
3. Feature Requests
SkudoCloud is constantly evolving. This dedicated channel allows you to:
- Suggest new features or improvements.
- Share feedback on your user experience.
- Vote or comment on requests submitted by other users.
- Join beta testing groups for new capabilities.
Our product team reviews all submissions and help shape the platform’s roadmap. Many of our improvements are based directly on user feedback.
Knowledge Base
In addition to personalised support, we offer an extensive Knowledge Base managed by our parent company, SKUDONET. It contains technical documentation and user guides for all products and services, including a dedicated section for SkudoCloud, which is actively maintained by our technical and product teams.
In the SkudoCloud section of the Knowledge Base, you’ll find:
- Step-by-step guides for creating and managing resources, including instances, private networks, securityl rules, snapshots, and volumes.
- In-depth articles on key concepts like prorated billing, resource elasticity, security policies, or multi-factor authentication (MFA).
- SkudoCloud-specific FAQs for common questions faced by new users and advanced administrators.
- Best practices for managing production environments, automation workflows, API integrations, and infrastructure maintenance.
The Knowledge Base is ideal for users who prefer self-service, as it’s regularly updated with new content to reflect the latest platform improvements.
Support Hours and Service Levels
- Standard Support: Monday to Friday, 9:00 AM – 7:00 PM (UTC).
- Average response time: Within 24 business hours.
- Priority Support:
- Priority queue handling.
- After-hours support (on-call).
- Option for a dedicated account manager.
Ticket Tracking and Security
Each submitted ticket receives a unique ID and can include file attachments, logs, or screenshots to help our team investigate the issue. All communications are encrypted and comply with our security and privacy standards. Only authorised personnel have access to your tickets, depending on their department.
