DevOps is hard enough. You really don’t want your tooling to introduce new bottlenecks. You need speed, security, and reliability from your software supply chain—and when things go wrong, you need a support team that actually delivers.

Here’s the problem: not every artifact management platform was born in the cloud. Legacy vendors built their tools for on-premise deployments, and even when these tools are “managed” in cloud environments, they can feel sluggish, fragmented, and reactive. Vendor support often mirrors that—gated to named users only, slow to respond, tiered behind ticket queues, and disconnected from engineering.

Cloudsmith’s true cloud-native architecture flips the model on its head - not just in the way the product delivers on artifact management, but in the way it enables our team to deliver on customer support.

Cloud-Native by design means support that moves at your speed

Cloudsmith is built 100% cloud-native. No patchwork of on-prem tools, no outdated architecture. This matters because it creates some really important support-related outcomes:

• Faster visibility: Our cloud-native platform means our support team sees what’s happening across environments in real time. Legacy tools often require layers of logs, configs, and manual back-and-forth.
• Seamless scalability: When your business scales, Cloudsmith scales with you, without any manual intervention or advance planning. Legacy vendors often leave customers waiting for infrastructure adjustments and waiting for support to catch up.
• Always up to date: Cloudsmith evolves daily with continuous delivery. Support is never stuck in “which version are you on?” purgatory. That means when you request support, there’s no confusion about what version you’re on, or whether your feature set is “old” or “incompatible.” We’re all running on the same platform, always.

Cloud-native isn’t just a better way to deliver artifacts. It’s what enables customer support teams to be effective, fast, and relevant.

Support as a strategic partner, not a ticket queue

Here’s where the difference really shows. Legacy providers often treat support as an afterthought: slow response times, hidden behind multiple tiers, and “premium” price tags just to get basic help.

Our support is reactive, of course—we’re here when you need us–but it’s also proactive and embedded into how the platform operates.

• Direct access to experts - From the first interaction, customers speak with dedicated engineers who understand the platform inside out. There are no scripted handoffs, and no wasted time.
• Proactive insights - Because we manage a single global service, our team sees trends across customers. If something looks off in your setup, chances are we’ve already solved it elsewhere—and we’ll help you get ahead of it.
• A bridge to engineering - Support isn’t just about fixing today’s issue. Our team feeds insights back into product and engineering, ensuring your needs directly shape the roadmap.

Contrast that with legacy vendors: tickets may vanish into silos, customers often wait days for an initial response, and when answers finally come, they can feel disconnected from the reality of modern DevOps pipelines.

It’s about delivering customer value

Choosing a cloud-native partner with a dedicated support team is about service, and it’s also about getting a competitive edge. With Cloudsmith you get:

• Faster resolution than legacy players bogged down by old architectures.
• Security confidence from experts who live and breathe supply chain defense.
• Partnership, not bureaucracy—we’re invested in your success, not just your subscription.

In software supply chains, speed and reliability are critical. Powered by AI assistants and using modern tooling, teams are moving faster than ever to build and release software. The last thing they need is an artifact management system that slows them down. You really don’t want to have to be navigating outdated interfaces, piecemeal architectures, and frustrating support experiences that feel more like barriers than help.

We believe that cloud-native infrastructure and dedicated support aren’t just “nice-to-haves”—they’re essential for building trust, security, and long-term success.

With competitors, you are a number. At Cloudsmith, you talk to real people who take your problems seriously.

Volker Weinberger

Team Lead DevOps, BHS Corrugated

An enterprise-class platform is only as good as the people behind it. Cloudsmith’s dedicated support team ensures that customers have more than a tool—they have a partner invested in their success.