How support works
Every request is read by a person, given a priority based on its impact, and answered in order of priority.
Support hours
Monday to Friday, 08:00–17:00 (SAST), excluding South African public holidays. Response targets are measured in support hours only.
How we prioritise requests
When you contact us, you tell us how the problem is affecting you. We use that to suggest a priority, then confirm or adjust it when we read your request. We'll tell you if we change it.
| Priority | What it means | Free | Pro | Premium |
|---|---|---|---|---|
| Critical | The service is unavailable, or a security or data incident affects your organisation, and there is no workaround.
| Best effort | 4 business hours | 1 business hour |
| High | A core feature is broken for several users, or billing is blocking use, and there is no reasonable workaround.
| Best effort | 1 business day | 4 business hours |
| Normal | One person is affected, or there is a workaround.
| Best effort | 2 business days | 1 business day |
| Low | A how-to question, a feature request or feedback.
| Best effort | 3 business days | 2 business days |
Times are for our first response, not for a full fix. Requests from organisations on the Free plan are answered as soon as we can, without a set target.
Something urgent
If nobody in your organisation can use CloudCard, call us on +27 (0) 87 822 1153 as well as sending a request. Premium customers can also contact their account manager.
Need help now?
Our support team is available Monday to Friday, 08:00–17:00 (SAST).