Support hours
Standard support is provided during normal business hours:
Monday–Friday, 9:00 AM – 5:00 PM (local time)
Excluding major holidays.
Support requests submitted outside business hours will be addressed the next business day.
Response expectations
Response times depend on your support plan:
- Essential Support: next-business-day response
- Standard Support: priority response during business hours
- Priority Support: faster response during business hours
Support is provided via email and scheduled calls as needed.
Maintenance windows
System updates and routine maintenance are performed during scheduled maintenance windows whenever possible.
This helps avoid unexpected downtime during active business hours.
After-hours or emergency work
Emergency or after-hours work is:
- Not included in standard monthly support
- Available only by agreement
- Billed separately if approved
Included monthly changes
Monthly support includes routine administrative tasks such as:
- user account additions/removals
- role/group changes
- small permission updates
Larger changes or migrations may require a scheduled project.
Data protection and backups
Nightly backups are performed as part of supported systems.
Restore testing is performed on a scheduled basis.
Clients are encouraged to retain copies of mission-critical data where appropriate.
Scope of support
Support applies to:
- the installed private digital office system
- associated storage and access controls
Support does not include:
- unrelated devices
- third-party software outside the agreed system
- personal computers or mobile devices beyond system access setup
Questions about support terms?
Call/Text: 410-929-6877
Email: support@skycloudsystems.net