How to Get
Support
We're here when you need us. Use the support portal for most issues, email for non-urgent matters, or call us directly — including after hours for emergencies.
Three Ways to Reach Us
Choose the channel that fits your situation — portal for most requests, email for non-urgent, phone for anything time-sensitive.
Support Portal
The fastest way to open a ticket, check status on existing requests, and access step-by-step guides for common issues — all in one place.
- →Open and track support tickets
- →View ticket history and status updates
- →Access knowledge base and how-to guides
- →Communicate directly with your technician
Email Support
Emailing support@cloudcollective.com automatically creates a ticket in our system. Use the subject line as your ticket title.
Best for non-urgent issues where you can attach screenshots or detailed descriptions.
Tips for faster resolution
Phone Support
For time-sensitive issues or when you need to talk to someone right away, call our support line directly. Our team picks up during business hours.
Monday – Friday, business hours
After-Hours Support
Calling 604-239-2182 outside business hours connects you to an on-call technician. Please use this responsibly — after-hours service is intended for genuine emergencies.
What Qualifies as an Emergency
- • Imminent or active security threat (breach, ransomware, intrusion)
- • Multiple users completely unable to work
Non-Emergency After-Hours Rate
Issues that don't meet the emergency threshold are handled at our after-hours rate of $225/hour, with a 2-hour minimum ($450). Non-urgent requests are best submitted via the portal and handled the next business day at standard rates.
On-Call Line (Same Number)
604-239-2182After hours, you'll be connected to our on-call technician
After-Hours Billing
Ticket Priority & Response Times
Every ticket is assigned a priority level that determines our response commitment. Here's what to expect.
Response time from ticket creation
Applies when:
- ›Multiple users are completely unable to work
- ›Potential or confirmed security breach
Response time from ticket creation
Applies when:
- ›An individual user is completely unable to work
Response time from ticket creation
Applies when:
- ›Scheduled tasks and planned work
- ›New user setup and onboarding
- ›Permission changes and access requests
- ›New hardware provisioning
Response time means when a technician first engages with your ticket — not necessarily when the issue is fully resolved. Complex issues may require multiple interactions.
Onsite Visits
When remote support isn't enough, we come to you. Onsite visits are scheduled through your account manager or via a support ticket. Coverage includes Metro Vancouver, the Lower Mainland, and the Ottawa/National Capital Region.
- ✓Hardware installation and replacement
- ✓Network infrastructure setup and troubleshooting
- ✓Workstation configuration and deployment
- ✓Issues that can't be resolved remotely
In-Person Support
Most issues are resolved remotely — quickly and without the overhead of scheduling a visit. But when your situation calls for hands-on attention, we dispatch a technician to your location.
Onsite requests should be submitted as a support ticket or discussed with your account manager. Our team will confirm availability and schedule a time that works for your team.
Talk to Your Account ManagerWhat We Don't Support
Our managed IT service covers your business technology. Personal devices and out-of-support software fall outside the scope of your agreement — not because we don't want to help, but because supporting them creates risk for your environment.
If you're unsure whether a device or application is supported, open a ticket and we'll let you know. Upgrading out-of-support systems is something we can help plan and execute.
Unsupported Items
Devices owned by employees, not the business
Including Windows Home edition (not suitable for business use)
Expired-warranty hardware cannot be reliably supported or repaired
Applications no longer receiving security patches from their vendor
Need to upgrade? We can help you plan hardware refreshes and software migrations on a schedule that fits your budget. Talk to us →
Your Feedback Matters
After every ticket is closed, we'll ask for a quick satisfaction rating. We take this seriously.
After Each Ticket
When a ticket is closed, you'll receive a short survey to rate your experience with our technician and the resolution.
3 Stars or Less
Any rating of 3 stars or below triggers a personal follow-up from our CEO. We don't let negative experiences go unaddressed.
We Act on It
Feedback drives how we train our team and improve our processes. Your input directly shapes the quality of service we deliver.
Open a Support Ticket
Fill out the form below and we'll create a ticket for you immediately. The more detail you provide, the faster we can help.
Ready to Open a Ticket?
Use the support portal for fastest response, or reach us by phone or email — whatever works best for you.