Support Policy
Support is included at every subscription tier. This policy describes the scope, channels, response times, and coverage for all active Cloudby subscribers.
Overview
This Support Policy describes the support services Cloudby provides to customers with active subscriptions. Support is included at every subscription tier. The scope and response times vary by tier as described in Section 4.
How to Reach Support
Use any of the following channels to reach our support team.
Direct, conversational support. Ideal for quick questions and real-time guidance.
wa.me/60103397903
For detailed enquiries, documentation requests, and formal support cases.
hello@cloudby.co
In-platform
Support access directly through your Cloudby dashboard. Available when the feature is enabled for your account.
Support Hours
Standard support hours are Monday to Friday, 9:00 AM to 6:00 PM Malaysian Time (MYT, UTC+8), excluding Malaysian public holidays. Requests submitted outside these hours will be acknowledged on the next working day.
Subscription Tiers and Support Scope
All active subscribers receive core support. The depth and response time of support scales with your subscription tier.
| Support area | Starter | Essential | Full |
|---|---|---|---|
| Platform usage guidance | Yes | Yes | Yes |
| Bug reporting and investigation | Yes | Yes | Yes |
| Configuration assistance | Limited | Yes | Yes |
| Onboarding guidance | Self-serve documentation | Guided | Guided + priority |
| Response time — general enquiries | 3 business days | 2 business days | 1 business day |
| Response time — critical issues | 1 business day | Same business day | 4 business hours |
Issue Severity Levels
When you contact support, we classify issues by severity to prioritise our response. Here is what each level means.
The Service is completely unavailable or a core function is non-operational, causing significant disruption to business operations.
A significant function is impaired but a workaround exists. Business operations are affected but not halted.
A feature is not working as expected, a configuration question requires assistance, or a non-urgent improvement is requested.
General questions, documentation requests, feedback, or feature suggestions with no operational impact.
What Support Covers
Below is a clear breakdown of what is included in standard support and what falls outside its scope.
Support covers
- Questions about using the Cloudby platform and its features
- Assistance with configuration and setup within the platform
- Bug identification and escalation to the development team
- Guidance on data import and export
- Account and billing enquiries
Support does not cover
- Custom development or feature building outside the standard platform
- Third-party integrations not provided by Cloudby
- Training services beyond standard onboarding guidance (available as a separate engagement)
- Data recovery resulting from Customer error
Scheduled Maintenance
Cloudby performs periodic maintenance to update and improve the platform. Scheduled maintenance will be communicated at least 48 hours in advance through in-platform notification or email. Cloudby aims to schedule maintenance outside of Malaysian business hours where possible.
Scheduled maintenance is excluded from uptime calculations as described in the Terms of Service Schedule A.
Feature Requests
Cloudby welcomes feature suggestions from customers. Requests can be submitted through any support channel. All requests are reviewed by the product team.
Submission of a request does not constitute a commitment to build or release the requested feature. We will acknowledge your request and keep you informed if and when it reaches the roadmap.
Changes to This Policy
Cloudby may update this Policy from time to time. Active customers will be notified of material changes by email or in-platform notice.
Questions about this policy?
We are happy to clarify anything about our support scope, tiers, or processes. Reach out through any of the channels below.
ArtSense Studio Sdn Bhd · Selangor, Malaysia