Support
How to get help with Drasken Cloud — support requests from the console, what to include, reply times and support plans.
To get help, open Support in the console and select New request, or write to support@draskencloud.com. Every organisation has the Basic support plan included; Standard and Premium plans with faster replies and urgent support are available under Support → Support plans.
How do I open a request?
- Open Support and select New request.
- Choose a topic: Billing and invoices, An app or database, Account and sign-in, Domains or Something else.
- Choose the urgency: Normal, or Urgent — Service down if your plan includes it.
- Write a subject (up to 150 characters) and describe the problem. Attach up to 5 files of 10 MB each, such as screenshots.
- Select Send request.
Follow your requests under Support: Open, Waiting on you and Solved. From an app's page, More actions → Get help with this app starts a request about it.
What should I include?
What you were doing, what you expected and what happened, the exact message you saw, and the app or database concerned. Your Organisation ID (on Organisation → General) helps us find your account.
How fast will you reply?
| Plan | First reply | Urgent |
|---|---|---|
| Basic (included) | 2 business days | — |
| Standard | 1 business day | 4 business hours |
| Premium | 4 business hours | 2 hours, any day |
Business hours are Monday to Friday, 10:00 to 18:00 IST. Plans are billed monthly in advance; the console shows their prices before GST.
Where can I see if the platform has a problem?
On the status page at status.draskencloud.com.
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