Contacting Support
Contact Info
Standard business hours: Mon-Fri 9 a.m. to 9 p.m. EST
Phone number: +1-212-796-0873
Link to ticket system: https://helpdesk.cloudlinux.com
Support Policies
Scope of Coverage
CloudLinux will support installation, usage, configuration, diagnosis and bug fixes. We will fully support our product and all its versions. We cannot support modified RPMs, code development, system and network design, implementation and development of security rules and policies. We know that you will understand.
Service level agreement
| Basic | Standard | Premium | |
|---|---|---|---|
| Hours of Coverage | Standard Business Hours | Standard Business Hours | Standard Business Hours |
| Support Channel | Web | Web and Phone | Web and Phone |
| Number of Cases | Unlimited | Unlimited | Unlimited |
| Initial and Ongoing Response Times | |||
| Serverity 1 | 2 Business days | 4 business hours | 2 business hours |
| Severity 2 | 2 Business days | 1 business day | 1 business day |
| Severity 3 | 2 Business days | 2 business days | 2 business days |
| Severity 4 | 4 Business days | 4 business days | 4 business days |
Contacting technical support
Before you call
To quickly and accurately help, please take a few steps before you contact our support hotline. Customers can often resolve technical issues using our knowledge base
If you can’t find an answer, you still need to gather some basic info about your problem and have it on hand to talk to the CloudLinux technical support team.
Follow these steps:
1. Define the Problem
Articulate the problem and symptoms before contacting us. Be as specific as possible - explain the steps you used to reproduce the problem. This way we can better help resolve your issue.
2. Get Background Info:
Get your stuff together – you need to provide the technician with as much information as you can. Include information like what version you are running, latest package update, steps that lead to problem, messages received or error numbers, etc.
3. Determine the Severity Level:
Assign a severity level to your problem based on the following list:
Severity One (Urgent)
Catastrophic - OMG help me now. Includes loss of production, data and no workaround, major security breach.
Severity Two (High)
Big problem with operational disruption or minor security breach but can maintain necessary business-level operations.
Severity Three (Normal)
Non-critical functionality loss.
Severity Four (Enhancement)
General questions and recommendations for future product enhancements.
How to reach us
WEB
Submit your request for assistance via online form at https://helpdesk.cloudlinux.com
PHONE
+1-212-796-0873
AFTER HOURS
Normal business hours are 9:00am to 9:00pm EST in North America Monday through Friday, except national holidays. After Hours are defined as all other hours.
How we handle requests
Once you submit your issue via online form or by phone, the request is logged into our tracking system. Once logged, a unique issue number is created and routed to a CloudLinux Support Engineer. Write down the number.
Your Support Engineer will research and resolve your issue quickly, but depending on the severity, may need to consult other technicians to answer the request. Be assured we are working hard on your behalf and will get back to you as soon as possible.