If there is an issue with your website then the first stage is to log a support ticket to alert our team. To do this you can email us at support@carcloud.com or follow the steps outlined in this guide: How to Submit a Support Ticket to CarCloud
Once you have created a regular support ticket, if you are dealing with a critical issue, visit the link, carcloud.com/urgent-support-request and enter the number of the support ticket you have created above.
Please note: This will alert an on-call member of staff. For non-critical cases or non-CarCloud issues this approach will incur hourly fees, so we encourage reviewing the notes carefully to ensure the correct classification of issues.
Critical Carcloud issues should only be raised if critical areas of the Carcloud platform are non-functional for a significant number of users. This typically means that your website and/or booking process is not working.
Do not raise Critical issue requests for:
- Issues with non-critical internal content pages
- Non-critical issues with the booking process (e.g. layout issues)
- Slow booking process (this is typically a reservation system issue)
These should be raised as regular support tickets.
Note that Critical Carcloud issues do not include issues caused by non-Carcloud systems (such as reservation software, payment gateway or DNS issues). If you are unsure if an issue if caused by your reservation software, you can view reservation system logs to help identify this.
Important: An initial support ticket must be submitted before logging a critical/urgent issue. This step is required to ensure that your request is properly triaged and directed to the appropriate team.