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Help desk, ticket management, knowledge base, and direct access to the engineering team that built your platform.
Reach us your way
Three channels, one goal — get your issue resolved fast.
SLA by severity
Defined response times based on issue severity and your support tier. Every ticket is triaged and prioritized automatically.
Find answers fast
Guides, tutorials, API references, and troubleshooting articles — searchable and always up to date.
Getting Started
Platform onboarding, first deployment, and initial configuration guides
Infrastructure
OpenStack & OpenShift operations, troubleshooting, and best practices
Billing & Payments
Invoice management, Stripe integration, and pricing configuration
API Reference
REST API docs, authentication, endpoints, and code examples
Security
Access control, certificates, compliance, and security best practices
Monitoring
Grafana dashboards, alerts, Prometheus queries, and log analysis
Platform health
Common Questions
Log in to the customer portal at portal.cloudfactory.io. Your dashboard shows all open tickets with current status, assigned engineer, and latest updates. You also receive email notifications on every status change.
Standard: business hours email support, monthly patching, quarterly reviews. Professional: 24/7 support, Slack channel, weekly patching, proactive monitoring. Enterprise: dedicated engineer, 15-min P1 response, direct phone, custom runbooks. See our Operational Excellence page for full details.
Yes, support tiers are monthly contracts. Contact your account manager or email support@cloudfactory.io to upgrade. Upgrades take effect immediately. Most clients upgrade before major launches or during rapid growth periods.
P1 (Critical) means production is down or severely degraded with all or most customers affected, and there's direct revenue impact. Examples: entire cluster unreachable, provisioning pipeline completely broken, billing system not processing payments. We initiate P1 response automatically when monitoring detects these conditions.
Yes, with an onboarding assessment. We audit your infrastructure, document the architecture, and deploy our monitoring stack. There's a 2-4 week ramp-up before full support coverage. Contact us for a scoping conversation.
Can't find what you need?
Our engineering team is ready to help. Submit a ticket or reach out directly — we respond within hours, not days.