Technical Support as a Service
Support options to meet your needs, whether you are getting started or already deploying business-critical workloads on-premises or in the cloud of your choice.
Get expert Multi-Cloud support for your business
It should go without saying that one of the most important functions as Managed Services Providers is to support our customers through every step of the way, even once their applications and data are firmly in the cloud or sitting in a hybrid deployment. As is true that problems will arise, no matter how well an environment is planned, provisioned, operated or monitored. It’s our job as Managed Services Provider to offer support to our customers to deal with outages, breaches, inefficiencies, and disaster scenarios.
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To meet with our clients' requirements we've developed the following support Availability Model:
TIME TO RESPONSE / TIME TO RESOLUTION
By reducing out Time To Response / Time To Resolution We add value to our customers and our practice by responding to problems quickly.
LEVEL OF SUPPORT
Determine the level of support you want us to provide.
ACCOUNT MANAGEMENT
When customers need help, a call center is nice. A support staff committed exclusively to our customers is even better
Pick your support plan.
Please consider the level of support that makes sense for their goals in terms of resources and revenue as well as what makes sense to the customers your business serve.
Pay only when you need it. No Credit Card Required. No hidden fees. Cancel at anytime.
You have Free Unlimited Updates and Premium Support on each package. You also have 5 days to request a refund if you're not happy with your purchase.
1 For most countries/regions, business hours are from 9:00 AM to 5:00 PM during week days (weekends and holidays excluded). For North America, business hours are 6:00 AM to 6:00 PM Pacific time, Monday through Friday excluding holidays. In Japan, business hours are from 9:00 AM to 5:30 PM weekdays.
2 The Support plan price remains billed in US Dollars (or local equivalent) as stated in Enterprise Agreement.
Free Support
Free Forever
- 8 X 5 support with 24 hr response.
- Scope: Trial and non-production environments.
- Basic IT support (patching, updates, configuration management, identity management).
- 30 day backups.
- Proactive infrastructure monitoring and alerting.
- Monthly health reports and dashboards.
- Basic anti-virus and anti-malware support.
- Best Practices Advisor recommendations.
- 24x7 access to billing and subscription support.
- Online self-help, documentation, white-papers and support forums.
Developer Multi-Cloud Support
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/month
* +3.68% of managed cloud services cost
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- 16 X 5 support with 4 hr response.
- Scope: Trial and non-production environments.
- Basic IT support (patching, updates, configuration management, identity management).
- Business hours access1 to Support Engineers via email and phone.
- 10 day backup.
- Proactive infrastructure monitoring and alerting.
- Monthly health reports and dashboards.
- Basic anti-virus and anti-malware support.
- 24x7 access to billing and subscription support.
- Online self-help, documentation, white-papers and support forums.
Premium Multi-Cloud Support
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/month
*+ 2.99% of managed cloud services cost
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- 24 X 7 support with 2 hour response times.
- Scope: Production workload environments.
- Shared TAM and architect support.
- 24x7 access to Support Engineers via email and phone.
- Basic IT support (patching, updates, configuration management, identity management).
- Unlimited backup self-serve point-intime restore.
- Proactive infrastructure DB and app monitoring and alerting.
- Advanced threat analytics, anti-virus and anti-malware support.
- Real-time health reports and dashboards.
- General Architecture guidance.
- Direct access to Level 2 support.
Enterprise Multi-Cloud Support
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/month
*+ 2.68% of managed cloud services cost.
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- 24 X 7 support with 15 min. response times.
- Scope: Business-critical dependence.
- Direct access to Level 3 support.
- Dedicated TAM and architect support.
- Unlimited backup, self-serve point-intime restore.
- BCDR SLA - 15 mins RPO, 1 hr RTO.
- Unlimited support contacts / cases.
- Proactive infrastructure monitoring and alerting.
- Proactive capacity planning, performance and cost optimization.
- Deep Security (WAF, DDoS, Threat analytics, anti-virus, anti-malware, email and web protection).
- Proactive runbook authoring.
- Advanced operational intelligence + custom dashboard on usage, performance, governance, and cost.
- Unlimited support contacts / cases.
- Interoperability and configuration guidance + troubleshooting.
- Architectural guidance based on best practice.
- Operations Support Onboarding services, service reviews.