interworks.cloud Marketplace - Technical Services

Editions & Pricing

Overview

There are numerous services required by customers on an ad hoc basis that create the need for a case-by-case quote, approval, invoicing and payments. This process results in high administrative costs, service delays and budget overruns.

Technical Services is an effortless solution to the above with the purchase of "support time" in advance at a discount price, offering extended support and/or professional services on an ad hoc basis, regardless of the issue involved.

Worry Less, Do More

Performance, cost & time savings, improved budgeting & forecasting, total coverage and revenue growth - guaranteed.


Better budgeting	Lower admin costs	High performance
The time required for resolving an issue is known in advance, allowing for better budgeting and more accurate forecasting.	No need for case-by-case quotes, approvals, invoicing and payments means drastically lower administrative costs.	The support time package purchased is instantly available and ready to use, preventing service delays and boosting performance.


Total coverage	Revenue growth
Enjoy the ultimate peace of mind in knowing that interworks.cloud's expert engineers are there to help with any issue and whenever needed.	A robust, specialized support solution that provides resellers and IT service companies with the opportunity to grow their revenue without investing time and resources.

No surprises - No worries

interworks.cloud's Technical Services include the Bluebook Supplement, a list of indicative IT tasks that need to be done but consume a lot of time and resources that should be spent on adding value and driving the business forward.

All tasks in the Bluebook Supplement have transparent solution time requirements listed. An estimate of the time required for resolving complex issues or issues not included in the list is always provided in advance.

Work Effortlessly

Lay back and let interworks.cloud's expert engineers do all the hard work!

interworks.cloud's Technical Services include:

	5, 10, 30 OR 50-HOUR PACKS (depending on the package purchased) that can be used at any moment within 12 months from the purchase date.
	BLUEBOOK SUPPLEMENT listing indicative tasks with transparent solution time requirements.
	20% OF UNUSED HOURS CARRYOVER when a new Technical Services package is purchased at anniversary (not available for the 5 hours package).
	NO TIME DEDUCTION for issues determined to be interworks.cloud's responsibility.
	GRANULAR TIME CHARGES with a minimum of 20 minutes and 10 minutes steps.
	FULL PERSONALIZED VIEW with information about each Technical Services case, the total Technical Services hours purchased, the total hours used, the total hours remaining and their expiration date.
	ADVANCED ESTIMATES OF THE TIME REQUIRED for resolving complex issues or issues not included in the Bluebook Supplement.

Features

Bluebook Supplement

Product Features

The interworks.cloud Pre-Paid Professional Services are accompanied by the Bluebook Supplement which is a list of indicative tasks and their respective solution time so that customers are aware in advance of standard charges-per-hour. This list is compiled based on the experience of interworks.cloud's engineers and it is a transparent list (for all the issues that can have a legitimate estimate). The list items and/or their respective solution times may change at any time.

	Task Description	Flat(h)	Comments
1	Domain Name Setup	2h	Includes DNS purchase and setup. Price is per domain.
2	SSL Setup	1h	Web certificate setup per pfx.
3	SSL Purchase	1h	Purchase of SSL per certificate.
4	Exchange Forwarding	1h	Forwarding rules per mailbox
5	Transport Rules	30m	Per transport rule
6	DC Visit (off work days and hours)	-	As required, 1 hour minimun charge
7	Add resources to a VM (non working hours)	30m	Example: Addition of extra Storage to a VM / Addition of extra Ram to a VM / Addition of extra CPU CORES to a VM
8	Create Antispam Rules (Spamexperts)	15m	Creation of a specific antispam rule. Example: Block all emails with Chinese language content
9	Search Email Logs via Antispam Service (Spamexperts)	15m	Per query of search. Example: Does this inbound email reach its destination?
10	White/Black list rule creation/deletion	15m	Create or Delete a specific white/black list rule.
11	Restore VM from DPM	1h	1h per 100GB. Example: 3h for a VM of 230GB
12	VM Snapshot	15m	Take of a VM Snapshot. Restoration of the Snapshot (if needed)
13	Clean VM from any affection	2h	Regardless if attempt is successful
14	Restore Email from Exchange	30m	Depends on number of Emails/Domains, price per Mailbox
15	Domain Setup Office 365	1h	For this service, access to domain's DNS servers is required. Price is per domain.
16	Create Distribution Lists (up to 10) (Hosted Exchange or 365)	1h	Distribution Group mailbox creation. Per up to 10 distribution lists
17	Create Forwarding rules (up to 10) (Hosted Exchange or 365)	1h	Forwarding rules creation. Per up to 10 forwarding rules
18	Installation of RDS Cals	1h	Installation of Remote Desktop Licence Role
19	Assist on VPN Connection setup	1h	pfSence Configuration
20	Office 365 Admin Portal Basic Administration Training	1h	Training on basics of Office 365 admin portal.
21	VHD Export	1h	Customer should provide a (new) external hdd, per VHD
22	SQL Data export	1h	Customer should provide a (new) external hdd, per database
23	Export .pst(s) from a Domain	1h	1h per 100GB. Example: 3hours for pst(s) of a size 230GB
25	Deploy Domain controller	2h	Deploy 1 Domain controller with basic configuration (DNS and group policy)
26	Install cpanel	4h	Install Cpanel (Basic configuration with apache,mysql etc) on Centos O/S and provide admin credentials to customers
27	Install Sql Server	3h	Deploy MS SQL Server on customer's server and setup service for network access.
28	Install Custom Operating System	1h	Deploy a custom operating system (not provided by interworks.cloud templates) on a customer's server.
29	Install Acronis client and create scheduled backups	2h	After a customer provides access to a server, we install the Acronis agent and setup any custom schedules and backup sources as per customer demand.
30	Upload data from external clients HDD	2h	Data to be uploaded either on a specific server of customers, or in Acronis accounts, up to 100 GB

Support

Support Details

All interworks.cloud services come with a FREE Standard Support plan by directly submitting a ticket at our Support Portal, where you may also find our Live Chat support option (available Monday - Friday, 09:00-22:00 GMT+2).

Technical Support

Support Plans Features	Standard Support Plan	Customer Advanced Support	Customer Premium Support	Partner Advanced Support	Partner Premium Support
Technical Support	Issues preventing access to services ONLY	Issues preventing access to services AND any issue requiring professional attention	Issues preventing access to services AND any issue requiring professional attention	Issues preventing access to services AND any issue requiring professional attention	Issues preventing access to services AND any issue requiring professional attention
Support is available for all interworks.cloud Distribution products (Microsoft 365, Acronis, etc), including interworks.cloud own Virtual Servers offering, including all supplementary products (DRaaS, Recovery Copy, Cold Storage, etc)	Yes	Yes	Yes	Yes	Yes
Availability	8x5, M-F 09:00-17:00, GMT+2	14x5, M-F 08:00-22:00, GMT+2	24x7	14x5 M-F 08:00-22:00, GMT+2	24x7
Response time: Critical issues** Customer’s business has significant loss or degradation of services, and requires immediate attention.	Best Effort	< 30 min	< 30 min	< 30 min	< 30 min
Response time: Major issues** Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner	< 1 business day No SLA	< 1 hour	< 1 hour	< 1 hour	< 1 hour
Response time: Minor issues** Customer’s business is functioning with minor impediments of services.	< 2 business days No SLA	< 4 hours	< 4 hours	< 4 hours	< 4 hours
Support hours if issue is NOT customers fault or is caused by a bug	Unlimited	Unlimited	Unlimited	Unlimited	Unlimited
Professional Services Hours Included on Monthly plans (Per Month) no carryover to next subscription renewal	N/A	1	1.5	1	1.5
Professional Services Hours Included on Annual Plans (Per Year) no carryover to next subscription renewal	N/A	12	18	12	18
Who opens and manages the ticket	N/A	Customer	Customer	Reseller	Reseller
Number of Administrators (emails) who can opened premium/advanced tickets	2	2	4	2	4
Number of IaaS Tenants covered (for Partner Packages Only) Each Tenant includes 2 VMs	N/A	N/A	N/A	2	2
Number of IaaS VMs covered (for End-Customer and Partner Packages)	all	2	2	N/A	N/A
Support Usage Reporting (through portal)	Yes (historical overview)	Yes (hour utilization status)	Yes (hour utilization status)	Yes (hour utilization status)	Yes (hour utilization status)
Ticket status notifications	Email	Email	Email	Email	Email
Access to ticket SLA performance counter	No	Yes	Yes	Yes	Yes
Means of communication: 1. Support portal, email 2 .Support portal ONLY for incidents	Yes	Yes	Yes	Yes	Yes
Ability to purchase additional hour packages (Technical Services)	No	Yes	Yes	Yes	Yes
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