CloudSync Support

Contact Us

Where?

Comments

Support portal

Requires login credentials to create support ticket. Use the same login credentials as set for cloudsync.

Email: cloudsyncsupport@diyotta.com

To report any issue through email use the contact provided. Ensure that the urgency, and the detailed description of the issue is provided when sending an email.

Community portal

How-to queries and functionality related guidance are searched and asked here.


Accessing service desk

To reach the service desk to raise support request, from the left pane, click Support

The credentials used to login to CloudSync should be used to login to service desk as well.


You can use one of the forms from the list to reach out to the support team.

  • Report Bug
  • Enhancement Request
  • General Question

Bug request

The issues related to sync execution, application incidents or interface bugs can be reported here.

Provide appropriate priority, issue details and relevant attachments for the support team to understand the issue and provide timely and appropriate feedback.

Enhancement request

To raise a request for additional feature or modification to existing one choose this form.

Provide appropriate priority, details of enhancement and relevant attachments for the engineering team to understand and implement the request.

General questions

To know the approach pertaining to CloudSync feature or functionality choose this form.

Provide appropriate priority, details and relevant attachments for the support team to understand the question and provide timely and appropriate feedback.


Creating feature request

To raise a request for new features or enhancements, from the left pane, click Feature Requests and you will be navigated to service desk page.

The credentials used to login to CloudSync should be used to login to service desk as well.

The Service Desk redirects the user to enhancements request page.



Service level agreement

Diyotta is committed to offering support services to its customers based on the response time guidelines indicated in the table below. Based on issue priority, the problem resolutions can be through, workarounds, product patches, or through an upcoming release.

Priority levelDefinitionInitial response timeGlobal coverage

P0 - Urgent

CloudSync is unavailable. Substantial loss of availability of the CloudSync environment.

4 hours

24x7

P1 - High

Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A temporary workaround is available.

8 hours

24x7

P2 - Medium

There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

16 hours

24x7

P3 - Low

There is minimal impact to your business activities, indicating a minor issue or configuration change in the CloudSync platform is required, other issues that do not affect the functionality of the CloudSync platform or cosmetic issues.

24 hours

24x7

*Initial response time: The time taken by a support agent to respond via Email/Service Desk to any issue once submitted. This may not include the auto generated email notification upon form submission