Support and Services

Cloud is Cloud Distribution's brand for value added services. Cloud aims to provide partners with an A-la-carte menu of technical solutions which focus on closing business with our partners. Throughout the life cycle of the sale, and for the lifetime of the solution, Cloud provides support to the partner, allowing them to focus on what's important; servicing the client and closing profitable, technically viable business.

Proof Of Concepts (POCs)

Cloud Distribution understand the importance of being able to effectively prove the concept of a new technology on a clients network. We will support our partners - at zero cost in most cases - in a proof of concept once the opportunity has been scoped and the client has agreed to a criteria for success.

Pre-Sales Consultancy

More often than not, if a partner engages with Cloud Distribution in the early stages of a project, pre-sales consultancy services are offered free of charge on the basis that they will be included in the proposal produced after a successful POC (Proof Of Concept).

Pre-Configuration

If the client is looking to cut costs and self-install, Cloud can provide cost effective pre-configuration services for all of the solutions we sell. Working with our technical team, partners can provide all of the relevant networking data to enable us to set up devices for delivery to the client together with instructions for a successful self-installation.

Installation Services

Cloud Distribution provide on site engineering resources for all franchises sold on a per engineer, per day rate excluding traveling time and expenses. Please contact your Cloud Distribution account manager for more details.

Technical Support

Cloud Distribution are committed to resolving technical support queries as quickly as possible regardless of the SLA in place. If you are a partner working with us to prove a concept, rest assured that our support mechanism will provide you with the very highest quality of support available.

If you have a problem, query or support issue, please contact Cloud Distribution directly on 01635 800420 who will escalate your issues immediately. If you have an out of hours support contract, please call our issued Out Of Hours support hot line.

Advanced Replacement

In certain circumstances, your client may feel that a replacement services is sufficient to support the technology acquired. If this is the case, Cloud Distribution's Advanced Replacement service is a cost effective alternative to engineer on site based services. Advanced Replacement effectively means that Cloud Distribution will hold cold spares in our support centre on your behalf. In the unlikely event of a device failure on a clients site, Cloud Distribution will advance ship a replacement unit to be installed in place of the faulty device. Once the client is back up and running, they would then ship back the faulty device to Cloud Distribution for diagnostics and repair.

Maintenance

If you hold a maintenance contract with Cloud Distribution, all maintenance issues are handled via our dedicated post sales support line 01635 800420. Please have your contract details and all associated information regarding the fault to hand when calling.