DoliCloud plans includes several help/support services...
Ticket support is included for all Premium customers.
Ticket can be sent using your customer dashboard (https://myaccount.dolicloud.com for customer accounts created after the 1st of june), menu Other - Support.
Bugs can be reported by using the ticket support service (see previous point).
Bug fixes will be included into official Dolibarr version and depoyed after official Dolibarr releases (major or minor versions), except if no workaround is available (fix will then be deployed immediatly).
Upgrade to stable releases (feature and bug fix releases) are available (on customer request) few days after official Dolibarr release for all plans, for all customers, at no extra charge.
Backup and restores:
A backup of your data (database and files) are done once a day. Restoration required by customer will however be charged 50 euros, if this is due of an incorrect customer action. Restoration is free, if origin is a hardware problem of hoster.