Customer Support & SLA

Free Customer Support

In order to guarantee a better service to all our customers regardless of their time zones, we provide Customer Support to Standard Plans Customers through an online ticketing system.

This allows us to track customer requests, which we can easily be transferred to the right staff member(s), ensuring that our Service-Level Agreements are met.

The ticketing system also allows us to improve our software based on common questions or issues.

Clustdoc's SLAs

We're located in Europe, so most of our activities occur primarily within French business hours. 

Support activities occur globally and current hours of operation are 10 AM—6 PM Monday to Friday GMT. We endeavor to respond to all queries from clients within 24 hours. (Less than 5h for 75% of client requests). Most critical requests are processed first.

Priority Assistance & Premium Phone Support

If you subscribed to Priority Assistance or a Premium Phone Support Package, you can reach out to your Sales Rep to discuss how to set it up.

In case you'd like to get a quote for our Premium Packages, feel free to reach out.