Support Services Policy

CloudExtend Support Policy

Effective for all active CloudExtend product subscriptions — a Celigo brand

1. Overview

CloudExtend, a brand of Celigo, is committed to providing timely, effective support to its licensed customers. This Support Services Policy governs the delivery of support services in accordance with the Customer Success Plan level associated with each active product subscription.

2. Accessing Support

Customers may access support through the following channels:

• Self-Service Knowledge Base — Available at support.cloudextend.io, providing documentation, articles, and guided troubleshooting.
• Live Chat (Web) — Initiate a support conversation via the chat icon on support.cloudextend.io.
• In-App Chat — Where supported, submit a request directly from within the CloudExtend application using the embedded chat icon.

3. Support Hours and Availability

All hours are adjusted for US Daylight Saving Time. Support is not available on US federal holidays.

4. Target Response Times

Response times represent initial acknowledgment of a submitted request during standard support hours and are not guaranteed for requests submitted outside those hours.

5. Scope of Support

5.1  General Inquiries

Guidance on product functionality, configuration, and expected behavior, including:

• Troubleshooting errors encountered during record exports or imports (for example, Sales Orders, Customer records).
• Assistance with email-to-NetSuite attachment failures or field-mapping issues.
• Administrator configuration questions and setup guidance.

5.2  Software Defects

CloudExtend will investigate reported defects and make reasonable efforts to identify and resolve confirmed issues. Defect resolution is subject to review, and CloudExtend reserves the right to determine the appropriate course of action. Additional charges may apply when:

• The defect results from a configuration change or environmental modification made outside the standard product.
• The defect reflects a functional gap not explicitly included in the product as described in a Quote, Proposal, Requirements Document, or Change Order.
• The defect pertains to a solution or component for which the Customer does not hold an active subscription (for example, custom scripts or workflows).

5.3  Enhancement Requests

Customers may submit requests for new functionality or performance improvements via the chat interface at support.cloudextend.io. Submissions are subject to review by CloudExtend’s Product Development team and do not guarantee inclusion in the product roadmap. Accepted enhancements may be:

• Incorporated into a future product release as a standard feature.
• Scoped as a billable customization, depending on complexity and strategic fit.

6. Exclusions

The following are outside the scope of CloudExtend support services:

• Products or integrations for which the Customer does not hold a current, active subscription.
• Third-party applications being integrated via a CloudExtend product, including issues originating within those external systems.
• Any CloudExtend product or integration that has been modified by a party other than CloudExtend.

7. Customer Responsibilities

To enable efficient and accurate resolution of support requests, customers are expected to provide the following when submitting a case:

• A clear description of the issue, including steps to reproduce it, the expected outcome, and the actual result observed.
• Links to relevant records in the system that contain error messages or are in an invalid state.
• Screenshots or screen recordings (optional, but strongly encouraged as they significantly accelerate resolution).

8. Escalations

Every CloudExtend customer is assigned a dedicated Customer Success Manager (CSM). If a support issue is not progressing satisfactorily, customers may engage their CSM to facilitate escalation of an existing open case.

CloudExtend is a brand of Celigo, Inc. This policy applies exclusively to licensed CloudExtend products and is subject to change. Customers will be notified of material updates.