Getting Help & Support

CloudRepo provides comprehensive support to ensure your success with our platform.

Support Channels

Email Support

Primary Support Channel

  • Email: support@cloudrepo.io

  • Response Time: Usually within 2 business hours

  • Hours: Monday-Friday, 9 AM - 5 PM EST

  • Coverage: All plans include email support

When to Use Email Support:

  • Technical questions

  • Configuration assistance

  • Troubleshooting help

  • Best practices guidance

  • Migration assistance

Specialized Contact Points

Sales & Pricing
Security Issues

  • Email: security@cloudrepo.io

  • For: Security concerns, vulnerability reports

  • Response: Immediate attention

Documentation
Feature Requests

Support Included in Your Plan

All CloudRepo plans include:

✓ Email support - No additional cost ✓ Documentation access - Comprehensive guides ✓ API support - Help with automation ✓ Migration assistance - Help moving to CloudRepo ✓ Best practices - Architecture guidance

Enterprise Support

Enterprise customers receive:

  • Priority response - 1 hour response time

  • Phone support - Direct phone line

  • Dedicated success manager - Personal contact

  • Custom training - Tailored sessions

  • Architecture reviews - Expert consultation

Before Contacting Support

To help us assist you quickly:

1. Check Documentation

2. Gather Information

Please provide:

  • Organization ID - Your CloudRepo org identifier

  • Repository name - Affected repository

  • Error messages - Complete error text

  • Steps to reproduce - How to recreate the issue

  • Expected behavior - What should happen

  • Actual behavior - What’s happening instead

  • Time of occurrence - When the issue started

3. Try Basic Troubleshooting

Connection Test:

# Test connectivity
curl -I https://[org-id].cloudrepo.io

# Test authentication
curl -u username:password \
  https://[org-id].cloudrepo.io/api/user

Check Service Status:

Effective Support Requests

Good Support Request Example

Subject: Maven deploy fails with 403 error - org: acme-corp

Hi CloudRepo Support,

Issue: Getting 403 Forbidden when deploying artifacts

Organization: acme-corp
Repository: maven-releases
User: john.doe@example.com

Error message:
[ERROR] Failed to deploy artifacts: Could not transfer artifact
com.example:my-app:jar:1.0 from/to cloudrepo
(https://acme-corp.cloudrepo.io/repository/maven-releases):
Access denied to:
https://acme-corp.cloudrepo.io/repository/maven-releases/com/example/my-app/1.0/my-app-1.0.jar,
ReasonPhrase: Forbidden

Steps to reproduce:
1. Run: mvn clean deploy
2. Using settings.xml with credentials (attached)
3. Error occurs during upload phase

Expected: Artifact uploads successfully
Actual: 403 Forbidden error

Started happening: Today at 2:30 PM EST

Things I've tried:
- Verified credentials are correct
- Checked user has write permission
- Tested with curl (also gets 403)

Please help!

Thanks,
John

What Makes This Effective:

  • Clear subject with org ID

  • All relevant details included

  • Error message provided

  • Steps to reproduce

  • What was already tried

  • Polite and concise

Response Time Expectations

Standard Support

  • Business hours: 2 hours typical response

  • After hours: Next business day

  • Weekends: Monday response

Priority Support (Enterprise)

  • Business hours: 1 hour response

  • After hours: 4 hour response

  • Weekends: Same day response

Urgent Issues

For production-blocking issues:

  1. Mark email subject with [URGENT]

  2. Include business impact

  3. Provide contact phone if available

Self-Service Resources

Documentation

Status & Updates

Community Resources

Common Support Topics

Quick Solutions

Authentication Issues:

  • See Troubleshooting

  • Check credentials and permissions

  • Verify API key hasn’t expired

Repository Configuration:
CI/CD Integration:
Migration Help:

Support Feedback

We continuously improve our support:

Rate Your Experience:

  • Feedback surveys after resolution

  • Suggestions welcome

  • Help us improve

Documentation Improvements:

  • Report unclear sections

  • Suggest new topics

  • Contribute examples

Professional Services

Available Services

Beyond standard support, we offer:

  • Migration Services - Full migration management

  • Training - Custom team training

  • Architecture Review - Optimize your setup

  • Custom Integration - Specific tool integration

  • Performance Tuning - Optimization consultation

Contact sales@cloudrepo.io for professional services.

Support Policies

What We Support

✓ CloudRepo platform issues ✓ Configuration questions ✓ API usage and automation ✓ Best practices guidance ✓ Migration assistance ✓ Integration help

What We Don’t Support

✗ Custom code development ✗ Third-party tool issues ✗ General programming questions ✗ Infrastructure outside CloudRepo

Privacy & Security

When contacting support:

  • Never send passwords in plain text

  • Mask sensitive data in logs

  • Use secure channels for sensitive info

  • API keys will be immediately revoked if exposed

Escalation Process

If you need to escalate an issue:

  1. Reply to support ticket with escalation request

  2. Include business impact and urgency

  3. Request manager involvement if needed

  4. Executive escalation available for enterprise

Satisfaction Guarantee

We’re committed to your success:

  • Resolution commitment - We work until resolved

  • Follow-up - Ensure solution works

  • Documentation - Update docs based on issues

  • Continuous improvement - Learn from every ticket

International Support

Language: English (primary) Time Zones: Support covers all time zones Response Times: Based on EST business hours Global Infrastructure: CDN ensures worldwide performance

Thank You

Thank you for choosing CloudRepo. We’re here to ensure your success with our platform. Don’t hesitate to reach out - we’re always happy to help!

Remember: support@cloudrepo.io is your direct line to expert help.