This section describes the support policies for the CloudCode Craft service.
Severity is defined as the impact a problem has on the customer's ability to use Craft. Restoration targets are based on the severity level assigned to an incident by CloudCode Support.
| Level | Definition | Response Time |
|---|---|---|
| Critical | Customer cannot use the service. Total operational impact. | 1 hour |
| High | Main functionality degraded. Significant impact. | 4 hours |
| Medium | Partially affected functionality. Workaround exists. | 1 business day |
| Low | Minor issue or inquiry. No operational impact. | 3 business days |
CloudCode offers the following support channels depending on the contracted plan:
Standard support is available Monday through Friday from 9:00 AM to 6:00 PM (Chile time). For critical incidents, CloudCode offers emergency support outside business hours.
If an incident is not resolved within the committed response time, it is automatically escalated to the next support level. The customer can request escalation at any time by contacting the account management team directly.
To open a support ticket, contact us at contacto@cloudcode.cl or +56 9 4427 2583.