Support for xneelo Cloud
As you manage your cloud environment, you may need support from time to time.Â
This article explains what supporting resources are available, what our support team can assist with, and what falls outside our support scope.
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Self-managing your cloud
Xneelo Cloud is a self-managed product that gives you full control over your cloud infrastructure. This also means you are responsible for learning how the platform works and how to troubleshoot your own instances.
To use xneelo Cloud effectively, you should have working knowledge of:
- Cloud computing concepts
- Server administration
- Operating systems
- Networking concepts
- Security fundamentals
If you’re new to cloud hosting, your first step should be learning the basics before deploying live workloads.
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Guides and resources
Our Help Centre is your primary source of self-help resources for xneelo Cloud, and should be your first stop when you need guidance.
Our Help Centre includes:
- Getting started guides
- Cloud terminology explanations
- Step-by-step tutorials
These resources cover the most common setup, configuration, and troubleshooting scenarios.
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Scope of support
Our cloud support team is available from 08:00 – 17:00 SAST, Monday to Friday.
To help us assist efficiently, please always include:
- Error messages
- Relevant timestamps
- Screenshots or logs, where possible
Our scope of support for xneelo Cloud is limited. In line with privacy regulations, our support team does not have access to your instances and cannot inspect your data.Â
We can assist with anything relating to:
- Account issuesÂ
- Cloud platform issuesÂ
- Common troubleshooting issues
- Billing or payment issues
- Feature requests or suggestions
- General product queries
We cannot assist with anything relating to:
- Managing your operating system
- Installing or configuring software
- Securing your instances
- Data recovery
- Backup implementation
- Debugging your applications
These responsibilities remain entirely with you as the customer. See more on your responsibilities in xneelo Cloud.
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Support for security issues
You are responsible for securing your cloud environment and your cloud instances. However, if a security incident occurs, we will support you within our platform-level scope.
If you suspect:
- A compromised instance
- Unusual traffic
- A platform-level security concern
Please report it immediately via live chat or email our Trust & Safety team.
We may take action to protect the broader platform if required.
See our Acceptable Use Policy and Cloud-specific Terms and Conditions.
