Cloud 9 Customer Support Hours of Operation:
Monday - Friday, 8 am - 8 pm EST
The best way to contact Customer Support is by using our Help Portal. We have live chat support available during hours of operation, 7 am - 8 pm EST, Monday - Friday. Tickets created outside of hours of operation will be triaged the next morning. To visit our help portal and log a ticket:
Help Portal: https://cloud9support.planetdds.com/hc/en-us
Phone Support is also available during hour of operation:
Phone: (800)-394-6050, option #2
When creating a ticket in the help portal, be sure to select the Priority that best fits the nature of your inquiry so that we can prioritize the request accordingly. The below matrix lists the different ticket priorities, definition, and initial response targets:
| Ticket Priority | Definition | Response Target |
| Critical Inoperability |
Critical incident that significantly impacts your use of the software by either: •Preventing access to the solution •Causing a mission-critical feature to be unavailable No commercially viable workaround exists. |
30 min |
| Issue Hindering Workflow | Functionality around a major feature is impacted or significant degradation around performance is experienced. No workaround exists and the issue is highly impactful to portions of your business. The software is operational but there is a material impact on usage. | 1 hour |
| How To/Integration Question | Inquiry into product capabilities, navigation, or configuration. | 2 hour |
| General Question |
•Product feedback and/or suggestions. •Error message affecting subset of users that does not hinder workflow (workaround exists). |
24 hour |
Ticket Priority