If you need help with Cameyo, when possible, you should review the articles in the Cameyo Help Center before contacting support.
Before you contact Google support
To ensure you get the most efficient support experience, your method of contacting us will depend on when you became a Cameyo customer.
Customers onboarded on or after March 1, 2025
If you signed up for Cameyo as a Private Preview and new customers on or after March 1, 2025, you have access to Google Support starting September 22, 2025.
During your access period, your support experience is accessible through the Google Cloud Support Portal and through the Google Admin console. This integrated approach allows you to submit and track support cases directly from your management interface.
To contact support you’ll need to have the Support administrator privilege.
How to initiate a support request
- Using the Google Cloud Support Portal:
- Sign in to your Google Cloud Support Portal.
- Click Create support case.
- Follow the prompts to create and submit your support ticket.
For detailed information on how to log a support case, see File & review support cases.
- Using Google Admin console:
- Sign in to Google Admin console.
- Click
located at the top right within the console. - In the Help window, click Contact support and follow the prompts.
For detailed information on how to log a support case on the Google Admin console, see Get support in the Chrome Enterprise & Education Help Center.
located at the top right within the console.Support hours
Our support team is available 24/7, including weekends and holidays.
Support expectations
Language support: Request support in English.
Case escalation: You may request case escalation for urgent matters.
Supported features
For customers onboarded on or after March 1st, 2025, the following products are available and supported:
- Cameyo Self Hosted - Windows only
- Cameyo BYO - GCP - Windows only
- Cameyo BYO - Azure - Windows only
- Secure Cloud Tunneling - Windows only
Supported Cameyo environments
| Component | Support notes |
|---|---|
| Cloud or on-premises infrastructure | Supported provided it has been verified that no networking issues exist with connectivity to Cameyo endpoints. |
| Third-party security software | Supported only if it has been verified that the issue is not caused by the third-party software (for example, the issue is reproducible on a clean installation without the security software). |
| Non-standard communication ports | Supported only if they have previously been verified as functional, or if the issue continues to occur after reverting to standard ports. |
Supported apps
Most applications run seamlessly on Cameyo. Below, however, we've listed some general considerations.
Things to consider
| App features | Support notes |
|---|---|
| Apps designed to run on local devices | Some apps are not suited to run in a VAD environment. Issues with this type of app are beyond our control and might restrict both the application’s functionality and the support services available. |
| Apps that require specialized hardware | Apps that require specific add-on hardware, for example, Graphics Processing Units (GPUs), will only be supported if the Cameyo server is equipped with that specific hardware. |
| Audio/video conferencing tools | We do not recommend running audio/video conferencing tools through Cameyo, since the virtualization layer might cause delays and reduce performance. To ensure the best experience, such applications should be used directly on the client device. |
| App's minimum system requirements | The minimum system requirements provided by your application’s developers generally assume a single-user deployment. Given that Cameyo supports concurrent usage across multiple sessions, these requirements may be insufficient in most environments. For an accurate assessment of system needs in your specific scenario, please consult your application developer. |
| Licensing | It is the responsibility of the user to ensure that all applications installed on a Cameyo server are properly licensed according to the respective developer's End-User Licensing Agreement. Cameyo is not liable for the licensing compliance of third-party software. Cameyo also does not provide any licenses for the applications you are using. |
Unsupported apps
Certain types of applications are outside the scope of support, including but not limited to:
- Apps not designed for the operating system running on the Cameyo server.
- Apps requiring direct access to local devices (for example, webcams, printers).
- Apps dependent on system-level functions such as screen recording or file compression.
- Server-grade apps designed to provide back-end services (for example, databases, file storage).
Supported configurations
Cameyo uses PowerTags to customize features and environments. For more information about supported PowerTags, see Customize your environment with PowerTags.
Unsupported requests
Cameyo does not provide support for the following requests:
- Scripting: Providing or debugging custom scripts.
- Optimization services: Assisting with deployment, architecture, or application optimization.
- Operational assistance: Providing services for system, environment, or application maintenance and account operations.
- Unsupported PowerTags: Requests regarding PowerTags not specified in the list of supported PowerTags.
Customers onboarded prior to March 1, 2025
If you became a Cameyo customer before March 1, 2025, you can continue to log your support requests through the legacy Cameyo support ticketing system.
How to initiate a support request:
- Log your support requests directly using https://helpcenter.cameyo.com/support/tickets/new, or by emailing [email protected]. Your request will be routed to the Cameyo support ticketing system.
Support hours
Monday through Friday, 7:00 a.m. (0700) to 7:00 p.m. (1900) Eastern Standard Time.
Support expectations
Response time:
- Standard support requests receive the first meaningful response within one business day during Cameyo business hours.
- Enhanced support requests receive the first meaningful response within two hours during Cameyo business hours.
Language support: Request support in English.
Case escalation: Escalate to request additional attention for ongoing support cases.
Cameyo API
For existing customers, API resources continue to function as before. There are several known issues, however, that might cause the API to not work as intended for new use cases. Through the coming quarters, we plan to replace the existing Cameyo API with a new API, which will align with Google's API standards.
For more information on the Cameyo API, see API reference.
Future support experience
- You will be notified directly and in advance regarding any changes to your support experience. Our goal is a seamless transition to enhance your ability to manage and track support issues.
- Scope of Support stays the same as stated in your contract.
Related topics
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