Overview

This article explains how CloudFix support works: the priority levels we use to triage a request, how fast we respond and resolve at each level, our platform uptime commitment, business hours, how to escalate an open ticket, and what to expect if we ever have a service or security incident. These commitments are published in full on the CloudFix Trust Center.

Information

Support Channels

• Support portal — support.cloudfix.com, the primary channel for all support requests, product questions, and incident reporting.
• In-app support — contextual help and ticket submission from within the CloudFix dashboard while logged in.
• Trust Center contact form — trust.cloudfix.com/contact, for security concerns, compliance queries, and vulnerability reports.

Business Hours

Standard support coverage is 09:00–18:00 ET, Monday–Friday, excluding US public holidays. Critical (P1) incidents are monitored outside business hours with on-call escalation, so P1 response and resolution targets apply around the clock; the other priority levels are measured in business hours/days as noted below.

Severity Levels and SLA Targets

Every support ticket is classified into one of four priority levels. The level determines how quickly we respond and how quickly we target resolution:

Priority	Definition	Initial response	Resolution target
P1 — Critical	Platform completely unavailable, or a data integrity risk, with no workaround.	1 hour	4 hours
P2 — High	Significant feature impairment; a partial workaround is available.	4 business hours	2 business days
P3 — Medium	Non-critical issue; a workaround is available.	1 business day	5 business days
P4 — Low	General questions, feature requests, documentation queries.	2 business days	Best efforts

"Initial response" is the time to a first substantive reply from a support engineer, not an auto-acknowledgment. "Resolution target" is a goal, not a guarantee — complex issues (especially those requiring engineering investigation) can take longer, but you'll be kept updated on progress via the ticket.

Platform Availability

• CloudFix Dashboard: 99.5% uptime target, measured per calendar quarter, excluding scheduled maintenance windows.
• CloudFix API: 99.5% uptime target, measured per calendar quarter.
• Scheduled maintenance: communicated at least 72 hours in advance, typically performed 02:00–04:00 UTC.
• Exclusions: AWS infrastructure incidents, force majeure, and customer-caused outages are excluded from the uptime calculation.

Escalation Path

If a ticket isn't moving fast enough, here's how it escalates:

Level	Who handles it	When it triggers
Level 1	CloudFix support team via the support portal	All initial requests
Level 2	Senior support engineer, auto-escalated for P1/P2 tickets that pass their response SLA	P1 unresolved > 2 hours · P2 unresolved > 1 business day
Level 3	Engineering team lead	P1 unresolved > 4 hours · complex technical issues requiring engineering involvement
Security escalation	Security team via the Trust Center contact form	Any security incident or vulnerability report

You don't need to request escalation manually for P1/P2 tickets — it happens automatically once a ticket passes the response SLA for its level. For anything else, reply on the ticket or use the Trust Center contact form for security-specific concerns.

Incident and Breach Notification Commitments

If something goes wrong on our side, here's what you can expect and when:

• Service incidents (P1/P2): the CloudFix status page is updated within 30 minutes of a confirmed incident. Affected customers are also notified via in-app notification and/or email.
• Security incidents: affected customers are notified within 24 hours of a confirmed security incident, regardless of severity.
• Data breaches: notification is provided within 72 hours, as required by applicable regulations, with full incident details provided as they become available.

Following resolution of a P1/P2 incident, CloudFix conducts a post-incident review (PIR) within 5 business days, documenting root cause, contributing factors, timeline, and corrective actions. PIR summaries are available to customers on request.

Frequently Asked Questions

Q: How do I open a support ticket?
A: Submit it through the support portal or from within the CloudFix dashboard using the in-app support option. Include the priority level you believe applies and enough detail (account ID, finder/fixer involved, screenshots) to avoid a back-and-forth on the first reply.

Q: What counts as a P1?
A: The platform is completely unavailable, or there's a data integrity risk, and there's no workaround. This is the only priority level monitored on-call outside business hours.

Q: Are the resolution targets guaranteed?
A: They're targets, not guarantees — the initial response times are the firm commitment. Resolution can take longer for complex issues, but you'll get status updates on the ticket rather than silence.

Q: Does the 99.5% uptime commitment cover AWS outages?
A: No. The uptime target excludes AWS infrastructure incidents, force majeure, and customer-caused outages, since CloudFix runs on AWS and inherits AWS's own availability in those cases.

Q: Where do I check if CloudFix is having an outage right now?
A: The CloudFix status page. See Checking CloudFix Service Status for details on what it covers.

Q: How do I report a security vulnerability?
A: Use the Trust Center contact form and select Vulnerability Report as the subject. CloudFix acknowledges receipt within 24 hours and provides an initial assessment within 72 hours.

Q: Do these SLA targets apply to every CloudFix plan?
A: The response and resolution targets above are the standard commitment. If your organization has negotiated enterprise SLA terms, those take precedence — contact your CloudFix account team or the Trust Center to confirm what applies to you.