Last updated on 18th March 2025.
With the next-generation Cloud-iQ, support is just a click away
Your guide to resolving technical, billing, and platform needs.
While we’ve designed the next-generation of Cloud-iQ to be intuitive and user-friendly, you may come across updates or features you’d like to explore further. We’ve integrated every possible support within the platform to help you navigate solutions effectively.
Support contact
Our customer success team is here to guide you and connect you with the right resources. For any enquires on the next generation of Cloud-iQ:
- Billing
- Licensing
- Others
For ANZ : ANZ_Ops@crayon.com
For SG/PH/JP/SK: SEA1_Ops@crayon.com
For MY/TH/SL/ID/EM: SEA2_Ops@crayon.com
Built-in support tools
The next-generation of Cloud-iQ has built-in support tools that can help you address concerns from within the platform:
Integrated ticketing system
Raise, track, and manage support tickets directly within Cloud-iQ. Each ticket includes real-time updates and progress tracking for transparency and timely resolutions.
Self-service resources
Access our library of how-to guides, troubleshooting tips, and video tutorials. These resources cover everything, from basic setup to advanced API integrations.
API connectors
For advanced users, API connectors allow for deeper integration and troubleshooting flexibility across various aspects of the platform. Our resource library contains comprehensive API documentation.
Quick fixes and guidance
Need help with something? Remember to check on the following:
- Check our resource library. Often, you can find the answer to your question in our self-service guides.
- Verify your account settings. Check if you’ve configured your account details and permissions correctly, as misconfigurations can lead to errors.
- Monitor your system status. Check Cloud-iQ’s system status page for updates on any ongoing maintenance or outages.
Log-in issues.
Scenario: You are unable to log in to the platform.
Possible solution:
Double-check your internet connection and make sure your log-in credentials are correct. If the issue persists, click the “Forgot Password” link to reset your password. For persistent problems, contact the technical support team via the integrated ticketing system.
Billing discrepancies.
Scenario: You notice inconsistencies in your billing reports.
Possible solution:
Review your billing settings and allocation rules in the platform. If discrepancies remain, generate a detailed report using the custom billing templates and share it with the billing support team for investigation.
API integration errors.
Scenario: Your integration with third-party systems isn’t functioning as expected.
Possible solution:
Refer to our API documentation for troubleshooting tips, including example requests and error codes. Check if you’ve configured your API keys and permissions correctly. If needed, consult the API support team for guidance.
Delayed invoicing.
Scenario: Your invoices are not being generated on time.
Possible solution:
Check your billing cycle settings within the platform. Make sure your invoice templates are configured correctly. If the issue persists, raise a support ticket for further assistance.
Resource allocation issues.
Scenario: You’re unable to allocate resources to specific customers or accounts.
Possible solution:
Verify that your user roles and permissions allow resource allocation. Double-check the configuration of resource groups within the Management section. If problems persist, consult the resource allocation guide in our resource library or contact support.
Platform performance.
Scenario: The platform is running slower than expected.
Possible solution:
Check your system requirements and internet connection to ensure they meet the platform’s specifications. Monitor the system status page for any ongoing maintenance or reported outages. If no issues are reported, raise a support ticket to notify our technical team.
Frequently asked questions
Check your internet connection and verify your log-in credentials. If the issue persists, use the password reset option or contact support.
| Navigate to the Support tab within the platform to view and manage your support tickets.
You can also receive email notifications when your tickets are updated. |
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| Yes, the next-generation Cloud-iQ offers customisable billing templates to suit your business needs. Use the reporting tool within the platform to customise your reports.
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Consult the API documentation in our resource library. Or, you can contact our API support team for further assistance; they can guide you through troubleshooting steps or provide examples.
Click the “Forgot Password” link on the log-in page and follow the instructions. If you encounter any issues, contact technical support for help.
