Support Guidelines

Support for Software products is available during business hours (9-5 PST), Monday through Friday excluding US holidays. Support is limited to the lesser of 4 calls per month or 1 hour per month.

Support for Hardware products and accessories are available for the duration of their respective warranty periods.

For the fastest and more comprehensive support, please use the Customer Login feature on our support page to access the Trouble Ticket System and FTP service. If you do not have a registered account, you can REGISTER here.

» Learn more about Product Warranty

» Learn more about Warranty Limitations

For customers that are not under the protection of a support services or extended warranty program, help is still available.
» Learn more about Ad Hoc Services

Returning product to CloudShield requires prior return authorization. Read details on how to request and RMA and where to ship the equipment.
» Learn more about RMA Procedures

CloudShield is committed to European Union WEEE and RoHS Directives.
» Learn more about CloudShield Policy and Recycling Procedures

Personal safety, electrostatic discharge, and protecting the CS-2000 while in transit. All of these are important to consider should you require shipping your CS-2000.
» Learn more about Safely Packaging Your CS-2000 for Shipment