DoubleCloud Support Services

As a Managed Service provider, we constantly monitor our infrastructure 24/7 to detect any outages or disruptions to your services. Any issues identified are proactively addressed.

In the DoubleCloud Console, select the Support menu located at the bottom-left of the screen, then pick Support. Fill in the form, and our support team will reach out to you via email.

Severity 1 represents critical production outages without any available workarounds, which hinder business-critical operations in production environments.

Contact your Account Manager or contact sales.

Yes, we offer onboarding support through our Solution Architects. Contact sales here.

Our Support services are primarily in English. We might use automated translation tools for non-English communications, but please note that we can’t guarantee response time SLAs for non-English interactions.

We offer commercially reasonable, best-effort support for third-party connections. However, assistance might be limited if issues arise from the third-party software itself rather than from its interactions with the DoubleCloud platform.

Absolutely! We provide insights on best practices and usage support for our Business and Premium tier customers.

Yes, but we prioritize collaboration with the upstream project, ensuring bug fixes benefit all users of the software.

Our Support SLAs focus on the initial response time. Predicting the exact resolution time is challenging, as it depends on the unique circumstances of each case.

Yes, particularly when we require additional information from you for resolution.

We don’t offer this service currently.

The DoubleCloud Platform features built-in backup and restoration tools. Learn more in our documentation. Unfortunately, we can’t assist beyond these capabilities in recovering deleted or corrupted data.

No. Generally, we access only the data you provide during the support request process. For more on our security and privacy measures, please read our dedicated documentation.