What is the support level agreements for Cloud-In-Hand?

Standard Support

The Standard Support option provides incident-based coverage during normal business hours, with direct access to the Serialio.com technical support team via email. Cloud-In-Hand® Standard Support addresses many support situations and is best suited for companies with basic service level requirements. This package includes access to:

  • The Serialio.com E-mail Support Center can receive support case e-mails on any day, at any time. E-mails will be addressed during normal business hours according to SLA Tier. Serialio.com’s normal business hours are Monday through Friday, between the hours of 9am to 5pm local time, excluding statutory holidays.

  • 30 days of free standard setup support via phone or e-mail with service or account technician. Standard setup support includes:

    • 1 phone call or webinar for training and walk through

    • Up to 2 follow up calls for clarification and final setup

  • Critical software updates, product enhancements, and new release notifications

  • e-Support Platforms including Incident Management, Knowledge Database, Serialio.com Documentation

  • Level 4 support cases - unlimited

  • Level 3 - Level 1 support cases - billed per case

For more information on Standard Support, please contact your Serialio.com account manager.


Premium Support

Premium Support is billed per mobile device. It provides all of the coverage of Cloud-In-Hand® Standard Support, but expands the amount of Level 1 - Level 3 support incidents to include 8 cases per year or 2 cases per quarter. It is designed to address the needs of many enterprises with mission-critical data management environments. The Cloud-In-Hand® Premium Support option includes access to:

  • The Serialio.com E-mail Support Center can receive support case e-mails on any day, at any time. E-mails will be addressed during normal business hours according to SLA Tier. Serialio.com’s normal business hours are Monday through Friday, between the hours of 9am to 5pm local time, excluding statutory holidays.

  • 30 days of free premium setup support via phone or e-mail with service or account technician. Premium setup support includes:

    • 2 phone calls or webinars for training and walk through

    • Up to 4 follow up calls for clarification and final setup

  • Critical software updates, product enhancements, and new release notifications

  • e-Support Platforms including Incident Management, Knowledge Database, Serialio.com Documentation

  • Level 4 support cases - unlimited

  • Level 3 - Level 1 support cases - 8 cases per year (2 cases per quarter)

  • Support Account History Reports, provided upon request

For more information on Premium Support, please contact your Serialio.com account manager.


SLA Tier Response Time

  • Level 4 - (e-mail only) Response time within 5 business days

  • Level 3 - Response time within 2 business days

  • Level 2 - Response time within 8 business hours

  • Level 1 - Response time within 4 business hours