Monday - Friday Between 8am-1am GMT (excluding shared UK & US Public Holidays). Support do not operate on weekends.
All support tickets are prioritised and we aim to respond, by email, within one working day. Typically, tickets are responded to on the day of reporting.
Sometimes it may be necessary to arrange to call you by phone or ask you to participate in a remote session to solve your problem.
When raising tickets please ensure you give us as much detail as possible including product, and if CloudMigrator, the source/destination platform, connection checker output, relevant screenshots visualizing your issue, your configuration file (XML), user list, and relevant trace files.
**NOTE** Please help us to help you! Too often we see cases with little or no supporting information and have to follow these up with requests for further information. Without knowing what platform you are migrating from, what you have already tried to do, how you have configured the tool and what error messages you are getting, our support engineers will struggle to help. If you just ask for help without any of this required information your ticket may be closed until all necessary information is provided.