Support
What the managed edition operates for you on Ciele Cloud, and how to reach the team.
Ciele Cloud only
Hosted operations and the support commitment described here apply to the managed edition. If you self-host the open-source edition, you operate the deployment yourself; see Open Source.
What we operate for you
On Ciele Cloud, the running of the platform is handled by the Ciele team:
- Hosting of the console, the chat widget, and the AI runtime.
- Upgrades to new versions, applied for you with no action on your side.
- Backups of your organization's data.
- Availability monitoring so problems are noticed and worked without you having to report them.
This is the practical difference from self-hosting: the Alerts you see in the console are about your integrations and content, not about the health of the platform itself.
Getting help
Reach the team through the support options in the console. When you get in touch, it helps to include:
- The assistant involved, by name or identifier.
- A link to the relevant conversation in the Inbox, if the question is about a specific answer.
- What you expected to happen and what happened instead.
Where to look first
Many questions are answered faster from the console itself: the Inbox shows exactly what a visitor asked and how the assistant replied, Improvements tracks answer-quality work, and Insights shows the trends behind a report.