Team Cloud
Support and onboarding
Since 0.7.0 Requires Cloak Proxy 0.7.0 or later.
How to reach Team Cloud support, what the 1-business-day first reply means, what to include, and how yearly teams of 10 or more seats book a 30-minute onboarding call.
Team Cloud includes email support with a first reply from a person within 1 business day. Yearly teams with 10 or more seats also get a 30-minute onboarding call.
Contact team support
Section titled “Contact team support”Email team-support@subcloak.com. The fastest way is Help › Contact Team Support in Cloak Proxy: it opens an email with your team’s support code (T- and eight characters) in the subject, and nothing else from your Mac. The console’s Support page shows the same address and code.
A person replies within 1 business day (Monday to Friday, India time, excluding public holidays). A reply means a person has read your message and either solved the problem or told you what happens next. It’s a response time, not a guarantee of a fix, and it carries no service credits.
Useful to include:
- your team’s support code and your role (owner, billing manager, admin or member);
- what you did, what you expected and what happened, with any error message word for word;
- the Cloak Proxy version (Cloak Proxy › About Cloak Proxy) and macOS version, if it’s about the app.
The onboarding call
Section titled “The onboarding call”Teams on the yearly plan with 10 or more paid seats qualify. When yours does, the console’s Overview and Support pages show “Book your 30-minute onboarding call”, which opens Subcloak’s booking page. The booking form asks for the details; nothing about your team is put in the link.
On the call we help you plan spaces and roles, SSO and SCIM, policies, the Team Recovery Kit and CI. We can’t see your team’s data (unless an admin turned on automatic approval after SSO), and we won’t ask to.
The owner can choose Booked or Not needed to hide the card.
Security problems
Section titled “Security problems”To report a vulnerability, email hello@subcloak.com as in our security policy. To report an abusive hosted mock or monitor, email abuse@subcloak.com.