Basic Support is included for all Cloud customers, and provides access
to documentation, community support, Cloud Billing Support, and Active Assist Recommendations.
| Basic Support | Standard Support | Enhanced Support | Premium Support | |
|---|---|---|---|---|
| Description | Basic Support provides essential assistance for | Comprehensive support services for timely assistance. | Higher level of support and personalized assistance. | Highest level of support and personalized attention. |
| Key Features | Email support during business hours** | Phone and email support during business hours** | 24/7 phone, email, and live chat support | 24/7 phone, email, and live chat support |
| Response time of 24 hours | Response time of 8 hours | Response time of 2 hour | Response time of 1 hour | |
| General troubleshooting assistance | Advanced troubleshooting assistance | Dedicated account manager | Dedicated account manager and technical expert | |
| Access to knowledge base | Priority handling of support requests (P3) | Proactive monitoring for critical issues (P2) | Proactive monitoring for critical issues (P1) | |
| Ticket Priority | P4: An inconvenience or annoyance with workarounds available | Priority handling of support requests (P3) | Priority handling of support requests (P2) | Priority handling of support requests (P1) |
| P5: Background or planned task to be addressed when time permits | P4: An inconvenience or annoyance with workarounds | P3: Affecting efficient operation by one or more people | P2: A major component affecting the ability to operate | |
| P3: Affecting efficient operation by one or more people | ||||
| P4: An inconvenience or annoyance with workarounds | ||||
| P5: Background or planned task to be addressed when | ||||
| Support languages | Hindi, English | Hindi, English | Hindi, English | Hindi, English |
Basic Support : Basic Support is included for all Cloud customers. With Basic Support, you have access to our documentation, community support, and support for Cloud Billing issues.
Standard Support : Standard Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Standard Support service is designed for small to medium organizations with workloads under development. With Standard Support, you have access to the Cloud Support API, Active Assist recommendations and receive 8 hours response times for Priority 3 (P3) cases.
Enhanced Support : Enhanced Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Enhanced Support service is designed for medium to large companies that are looking for faster response times and additional services to run their Cloud workloads in production. P1, P2 level deep technical support provided by Cloud Services provider only.
Premium Support : Premium Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, feature requests, and more. You also have Customer Aware Support and are assigned a Technical Account Manager. P1, P2 level deep technical support provided by Cloud Services provider only.
CloudFirst® makes cloud work for you
Contact Us