Support for xneelo Cloud

Xneelo Cloud offers versatile Infrastructure-as-Service where you can rapidly create cloud resources. This article explains where the responsibilities lie in managing your cloud environment and how xneelo can help support you. 

Self-managing your cloud

Xneelo Cloud is a self-managed product. This means that you have full control (and responsibility) over your own cloud environment. 

Xneelo looks after the network and physical infrastructure of the cloud, but we leave everything within your cloud (including your systems and software) in your hands.

Cloud infrastructure is technical in nature, and you will need the relevant knowledge to use the product and services available. You should be familiar with cloud computing concepts, and managing and configuring virtual servers. 

If you’re new to the cloud, your first step should be to educate yourself and build your understanding. In addition to our guides and resources, there are plenty of guides and training resources available online to help upskill and equip you.

Guides and resources 

We’ve built an intuitive, user-friendly cloud product that is suitable for customers with limited cloud experience. More advanced customers will find the product is simple to use and offers great utility.

Our Help Centre has a great set of resources to help you navigate xneelo Cloud and make use of the services available.

Our articles include:

• Get started guides to learn the basics
• Billing and pricing models
• Cloud terminology and definitions
• Knowledge articles on our cloud resources 
• Step-by-step tutorials on the cloud dashboard

Scope of support 

Xneelo provides award-winning support for our products, and xneelo Cloud is no exception. Our cloud support team is available from 08:00 – 17:00 SAST to assist you with any issues.

You can contact us via live chat, or use the support portal in the cloud dashboard. When requesting support, please provide us with any error messages, logs, or relevant details you encounter to assist us in investigating the issue.

As xneelo Cloud is primarily a self-managed product our scope of support is limited. In line with privacy regulations, our support team does not have access to your instances and cannot inspect your data. 

We can assist with anything relating to:

• Account issues 
• Cloud platform issues 
• Common troubleshooting issues
• Billing or payment issues
• Feature requests or suggestions
• General product queries

We cannot assist with anything relating to:

• Managing or maintaining your instances
• Securing your instances
• Managing your data or backups
• Operating systems or software

You can read more in our Cloud-specific Terms and Conditions.

Support for security issues

You are primarily responsible for securing your cloud and managing access control to your instances. 

However, there may be scenarios where your cloud security is breached. As xneelo, we are committed to supporting our customers through this process, within the bounds of our scope of support.

If you are aware of a security breach in your account or cloud environment, or one of your instances has been compromised, please report this immediately so we can assist with the necessary actions. 

You can request support via live chat, or email our Trust & Safety team directly.

To learn more see our Acceptable Use Policy and Cloud-specific Terms and Conditions.

If you have any questions about our scope of support for xneelo Cloud, you can contact us for more information.