When should you involve Clonable for support?

This section explains how support works within the partner program and when you can rely on Clonable for additional assistance.

What is second-line support?

Second-line support means Clonable supports you with technical or product-related issues that cannot be resolved independently. This may include platform bugs, configuration challenges or unexpected technical behaviour. The Clonable team analyses the issue and helps identify a solution. This allows you to continue supporting your client effectively.

How do you report bugs or technical issues?

If you encounter a technical issue, you can report it through the designated support channels. Providing a clear description of the problem helps the support team investigate more efficiently. Including links, screenshots or error messages can also help clarify the situation. This speeds up the troubleshooting process.

What response time can you expect?

Clonable aims to respond to partners as quickly and clearly as possible. Response times depend on the complexity of the issue and the information provided. More urgent technical problems are prioritised whenever possible. Throughout the process, communication remains transparent.

What do you handle yourself and when does Clonable step in?

As a partner, you handle first-line support and remain responsible for communication with the client. This includes questions related to configuration, SEO and optimisation. When deeper technical expertise is required, Clonable provides support. This division ensures efficient collaboration and clear responsibilities.

How are technical issues escalated?

If an issue cannot be resolved immediately, it can be escalated to the Clonable technical team. You may be asked to provide additional technical details so the problem can be analysed properly. The issue is then investigated and a solution is developed. You will be informed about progress and next steps.

Updated on: 16/03/2026