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CLOUDEK · ENQUIRY GUIDE

Ongoing infrastructure
support, clearly bounded.

This page explains topics for an initial conversation about recurring infrastructure operations. It is not a support plan, service offer or promise of availability. A customer-specific written agreement must define the service and be accepted before access or work.

Enquiry only. No fee, coverage, hours, response target, monitoring, incident response or capacity is established here. Do not send credentials, customer exports or diagnostic evidence in an enquiry.

✓ Coverage agreed in writing✓ Authorized requesters named✓ Changes separately approved
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01SERVICE BOUNDARY

Name what is covered

Identify included systems and request categories, named customer contacts and permitted requesters, exclusions, customer dependencies, and the channel for raising work. Unlisted systems and tasks should not be assumed to be included.

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02OPERATING TERMS

Agree how work is handled

Before starting, document service hours, acknowledgement or response targets if any, escalation and reporting cadence, access method, evidence handling, retention and deletion, fees, tax, payment and cancellation terms. A target is binding only if the accepted agreement states it.

Before any support work

  1. Confirm the customer authority and named approvers.
  2. Accept the exact covered systems, request process, exclusions and commercial terms in writing.
  3. Agree an approved access and evidence channel, with retention and deletion requirements.
  4. Obtain separate written approval for each change, including scope, window, stop or rollback conditions, and verification.
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No implied authorization

This guide is not a quote, booking, SLA, security promise, contract, customer authorization or evidence of available delivery capacity. It does not authorize tenant access, remote connectivity, monitoring, incident response, deployment or system changes. Do not share secrets or raw customer data until an approved channel and written scope are in place.