24x7x365 coverage with defined SLAs, on-demand expert access, and a customer success team that powers your modernization journey.
Predictable SLAs, on-demand expertise, and a customer success team — engineered around the way enterprise modernization unfolds.
24x7x365 coverage with defined Service Level Agreements that suit Global Enterprise needs — not vendor convenience. P1 acknowledged in 15 minutes, around the clock, around the globe.
Built on Jira Service Management — a hassle-free, predictable customer experience for every ticket.
On-the-go access to user manuals, runbooks, and technical documentation — searchable from any device.
On-demand access to senior CloudHedge tech experts. No first-tier triage, no scripted handoffs.
A dedicated customer success team measured by your modernization outcomes — not ours.
Every ticket walks the same four steps — no black box, no scripted handoffs, no waiting on first-tier triage.
Log via portal or email. Auto-classified by priority and routed to the right rotation — whoever is on call for your stack.
The on-call engineer acknowledges within the SLA window and confirms scope with you before any work begins.
Routed directly to a senior CHAI engineer who knows your stack. No first-tier handoffs, no "let me escalate that."
Fix shipped, post-mortem shared, knowledge base updated — so the next team that hits this finds it documented.
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# CloudHedge Product Support Enterprise-grade product support for the CHAI platform — 24x7x365 SLAs, on-demand expert access, knowledge base, and customer success. --- ## Five Pillars of CloudHedge Support 1. **Get Support When You Want** — 24x7x365 coverage with defined SLAs that suit Global Enterprise needs. 2. **Know What to Expect, Get Exactly as Expected** — Partnered with Jira Service Management for a hassle-free, predictable customer experience. 3. **Less Time Scrambling, More Time Modernizing** — On-the-go access to the entire knowledge base — user manuals and technical documentation. 4. **Lightning Support with Expert Touch** — On-demand access to CloudHedge tech experts for real-time troubleshooting. 5. **Your Success is Our Success** — A dedicated customer success team that powers your modernization journey. ## How a Ticket Flows 1. **Submit** — Log via portal or email; auto-classified by priority. 2. **Triage** — On-call engineer acknowledges within the SLA window. 3. **Engineer** — Routed directly to a senior CHAI engineer; no first-tier handoff. 4. **Resolve** — Fix shipped, post-mortem shared, knowledge base updated. ## Response SLAs - **P1 (Critical / Production Down):** 15 minutes - **P2 (Major Impact):** 1 hour - **P3 (Minor):** 4 business hours - **P4 (Question / Request):** 1 business day ## Contact Support - Portal: Jira Service Desk login - Urgent: hello@cloudhedge.io - Schedule a demo: /contact/ --- ## Products - CHAI Universe — AI-powered application discovery and portfolio intelligence: /products/universe/ - CHAI DART — Tri-Vector deep application assessment: /products/dart/ - CHAI Flow — Agentic orchestration for automated modernization: /products/flow/