Our Support Process

Online Support

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With 24/7 access, the Eureka Support Portal is a simple online solution to create and manage all the support queries you have with us.

  1. Log in to the system with your username and password.
  2. Manage your existing support cases or create new cases in our intuitive and powerful interface.
  3. Receive email notifications instantly when we respond to your cases.
  4. Unlimited access for system Users and Administrators
  5. Administrators can manage other team members and easily track their live and historic cases.
Portal Login

Telephone or E-mail Support

The consultant who answers your call may transfer you to the person best suited to resolve your enquiry, or arrange for them to give you a call back as soon as they become available. If your enquiry is regarding a report, a complex issue or an error message, it is best raised by e-mail with any appropriate prints, reports or screenshots attached and sent to support@clouddataexchange.com

Phone:
0344 225 0843

Email:
support@clouddataexchange.com

YOUR CALL
IS LOGGED IN OUR
SUPPORT DATABASE

RECEIVE E-MAIL
TO CONFIRM ENQUIRY
IS LOGGED

CASE WILL BE
ASSIGNED TO
A SPECIALIST

REMOTE ACCESS TO YOUR SYSTEM
Our support team may request remote access to resolve your issue. To do this, they would request permission to log in to your PC directly using software called TeamViewer. Please be aware that you will be unable to use your PC whilst we are logged on and you may wish to log us on to a spare PC where possible.
CUSTOMERSURE FEEDBACK
Eureka Solutions pride ourselves on the support we provide and value feedback on our service. When your support call is closed you will be sent an e-mail requesting feedback via our CustomerSure system. Any feedback you provide is greatly appreciated and will be used to improve the service that we offer you and other customers.
EMERGENCY SUPPORT
Our normal support hours are 9.00am – 5.30pm Monday to Friday. Should you require emergency support out-with these times, please call 01355 581 960 for details of the mobile numbers you can call for urgent issues. Alternatively, email us on our support address at support@clouddataexchange.com. This address is monitored and we will endeavour to respond to your query as quickly as possible.

PRIVACY POLICY

Eureka Solutions are committed to protecting and respecting your privacy. Our support team may request some personally identifiable information from you to allow us to provide you with support on the basis of our contractual agreement, including your name, job title, e-mail address and phone number. For more information on how we handle your personal data please view our Privacy Policy.

If you have any further queries on our support process, please do not hesitate to contact us and we will be happy to advise.