Cloudangles Technical Support Terms
These Technical Support Terms (“Support Terms”) apply to you (“Customer” or “you”) if you are using or licensed to use any of the Cloudangles platforms or services listed below (each a “Product”, and collectively, the “Products”). They set out the scope, availability, responsibilities and limitations of technical support provided by Cloudangles (“Cloudangles”, “we”, “us”, “our”). These Support Terms are in addition to, and not a substitute for, any licence, subscription or service agreement you have entered into with Cloudangles in respect of the applicable Product(s).
Covered Products
This Support Terms document covers the following Cloudangles platforms and associated components:
Data Engineering & Observability Platform
End-to-end Generative & Predictive AI Platform
Quantum Simulation & Algorithm Platform
Ambient Contextual Engineering (ACE) Platform
Ambient Contextual Testing (ACT) Platform
Data Migration & Transformation Accelerator
Data Migration & Transformation Accelerator
Data Migration & Transformation Accelerator
If you use or operate other Cloudangles-branded products or services, the same Support Terms apply unless otherwise notified in writing by Cloudangles.
Support Plans & Hours of Operation
Support Plans
We offer different levels of delivery for technical support, according to the Support Plan you have purchased or subscribed to (“Support Plan”). Typical levels may include Standard, Premium, and Enterprise (or equivalents).
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Standard Support: business hours, remote ticket-based support
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Premium Support: extended hours, phone escalation, priority response
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Enterprise Support: 24×7×365 coverage, dedicated account manager, advanced escalation
Hours of Operation
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For Premium and Enterprise Support Plans: 24×7×365 monitoring and support availability.
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For Standard Support Plan: available during [e.g., 09:00–18:00 local time, Monday to Friday, excluding holidays].
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Support access channels include: support ticket portal, email, phone (for designated support levels) and remote access (where permitted).
Supported Product Versions
Cloudangles will support only those versions of a Product that have been designated eligible for support under our Product Lifecycle Policy. Versions beyond their end-of-maintenance date may not be eligible for full support. You are responsible for maintaining a version in support, or migrating to one, if you want full support coverage.
Severity Levels & Response Targets
We define severity levels to prioritise incidents and allocate resources appropriately. The following are typical definitions and response targets; actual times depend on your Support Plan.
| Severity Level | Definition | Initial Response Target |
|---|---|---|
| Severity 1 (Critical) | Product is unusable or key functionality is down; major business impact. | 1 hour for Enterprise, 4 hours for Premium, 1 Business Day for Standard |
| Severity 2 (High) | Significant degradation of service or major feature not working. | 4 hours for Enterprise, 8 hours for Premium, 2 Business Days for Standard |
| Severity 3 (Medium) | Functionality impacted but workaround exists; moderate business impact. | 1 Business Day for Enterprise/Premium, 3 Business Days for Standard |
| Severity 4 (Low) | Minor issue, general inquiry, enhancement request. | Response within 2 Business Days |
Note: The times above may be superseded by the response targets specified in your Support Plan.
Customer Responsibilities
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Provide accurate, detailed information about the issue, including Product version, environment details, logs, screenshots, and steps to reproduce.
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Maintain technical environment (hardware, infrastructure, network) in line with Cloudangles’ published requirements or guidelines.
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Grant Cloudangles remote access to your environment when required for diagnosis, subject to your security and compliance policies.
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Ensure designated contacts (“authorized users”) are trained and available to engage in support interactions, respond to Cloudangles queries, and implement remedial actions.
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Apply updates, patches or hot-fixes as instructed if needed to resolve issues.
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Maintain a version of the Product eligible for support under Cloudangles’ Product Lifecycle Policy.
Exclusions & Limitations
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Custom development, custom code, user-written scripts, third-party software, integrations or modifications not supplied by Cloudangles.
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Support for versions of the Product declared end-of-maintenance or end-of-life under our Product Lifecycle Policy.
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Issues caused by third-party software, hardware or network infrastructure outside Cloudangles' control.
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Data migration efforts, major upgrades, project-type work or consulting services (these may be offered separately).
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User training, onboarding or change-management services (unless included in your Plan).
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Support for non-production, trial or “Community” editions (unless specified).
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Warranty or guarantee of uninterrupted or error-free operation; performance may be impacted by your environment or external factors.
Escalation & Communications
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Each Support Plan provides for escalation paths — escalation to senior support engineer, account manager, or technical product owner.
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Cloudangles will provide updates at agreed intervals until resolution or workaround is delivered.
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You may escalate unresolved issues via your Cloudangles representative or via the support portal as defined in your Plan.
Term, Termination & Renewal
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Support begins on the effective date of your licence or subscription and continues for the period specified.
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Renewal must occur before the end of the current term to avoid lapse in support; reinstatement fees may apply.
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Cloudangles may suspend/terminate support if you fail to comply with license terms, fail to pay fees, or use unsupported versions.
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After termination, you remain responsible for obligations under your subscription and any required remediation.
Fees & Payment
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Support services are provided according to the Support Plan you have selected.
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Failure to pay support fees may result in suspension of support and denial of updates or patches.
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Additional services — major upgrades, project work, extended consulting — may incur separate charges.
Service Level Credits
If applicable under your Support Plan, you may be eligible for service level credits if Cloudangles fails to meet agreed uptime or response targets. Eligibility, calculation method, and request process will be defined in your order form or SLA.
Note: Such credits are your sole and exclusive remedy for service deficiencies and do not entitle you to monetary damages.
Changes to Support Terms
Cloudangles may modify these Support Terms at any time by posting an updated version or notifying you in writing. Continued use of support services indicates acceptance of the updated terms.
Governing Law, Limitation of Liability & Miscellaneous
These Support Terms follow the same governing law as your licence or subscription agreement with Cloudangles. If none exists, the governing law defaults to that of the State of California, USA.
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Cloudangles’ liability is limited to the fees paid by you for the support period in which the claim arises.
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Cloudangles disclaims all implied warranties to the maximum extent permitted by law.
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If any provision is deemed unenforceable, the remaining provisions continue in effect.
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Failure to enforce any right does not constitute a waiver of that right.
For questions or further information about Cloudangles support services, please contact your account manager.