How Support Works – Roles & Responsibilities

At EverythingCloud, delivering exceptional support is a key part of our promise to both our partners and your end clients. To ensure a seamless experience, we’ve clearly defined how support is structured and who is responsible for what.

Here’s how it all works:

🧩 Partner vs. EverythingCloud – Who Does What?

Responsibility	EverythingCloud	Partner
Platform-related support (bugs, issues, outages)	✅ Handled by us	❌
Basic client support (how-to questions, login issues, onboarding help)	Optional ✅ (if EC is handling 1st line)	✅ Or you handle it directly
Escalation to EC for advanced questions	✅ Available anytime	✅ Initiates escalation
Client communication (if white-labeled)	❌ (unless arranged)	✅ You manage communication
Regular updates and roadmap Q&A	✅ Provided by EC	✅ Shared with your clients
Training and onboarding for partner teams	✅ Available on demand	✅ Encouraged to complete

🧑‍💻 Your Role as the Partner

As the partner, your role in support may vary depending on your agreement with EverythingCloud. In most cases, you’ll be the first line of support for your clients. That includes:

Answering basic questions
Guiding users through onboarding
Helping with user access, billing questions, and general navigation

If you’ve arranged for EverythingCloud to provide first-line support, we’ll handle these directly.

🧠 Our Role at EverythingCloud

Our team steps in whenever:

There’s a technical issue or bug
A feature isn’t working as expected
A client request requires deep product knowledge
You need help supporting your client

We’re here to act as an extension of your team — think of us as your FinOps and platform experts in the background, ready to help.

📬 Support Channels

We’ll set up a shared communication channel with you (email or Slack/Teams) for ongoing coordination. You’ll also have access to:

A support email (from your domain if white-labeled)
Our internal team via escalation protocols
Regular updates and check-ins with your success manager

🚨 Reminder: Support is a Team Effort

The better aligned we are, the smoother the experience for your clients. If there’s ever a grey area, just reach out — we’d rather over-communicate than underdeliver.

Need to set up your support structure with us? Just head over to the White Label Setup module for next steps.