Overview



For IT resellers, consultants and integrators who run workloads for their
customers and require advanced support

Fast response time

Expert Support

Fast-response (< 30 min) problem resolution support for IaaS, SaaS and any other catalog product. Invest more time in your business and your end customers Support from Tier 2 Support Engineers gives you peace of mind and makes sure you are getting the maximum attention

Expand your services portfolio and sell opportunities

Real time feedback

Offer high-quality support services to your customers and increase your sales.  Our experts analyze each issue, identify areas in the customer's environment that need attention and relay that information to you in order to capture cross sell / upsell opportunities Stay calm by getting real time time feedback on incident resolution. Be reassured that progress is being made on time

SERVICE DEFINITION
Annual Commitment With Monthly Payments* Free Technical Service Hours Included (Per Year): 12**
Available: 14X5 - Extended business hours***
<30 min
CRITICAL ISSUES****
Customer’s business has significant loss or degradation of services, and requires immediate attention.
Available: 14X5 - Extended business hours***
<1 hour
MAJOR ISSUES****
Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner
Available: 14X5 - Extended business hours*** 
<4 hours
MINOR ISSUES****
Customer’s business is functioning with minor impediments of services

  

*Annual commitment with monthly payments. On early cancellation, partner is obligated to pay for the months remaining until the subscription anniversary​.

**If the annual Free Technical Service Hours included with the Partner Advanced Support plan are consumed, no new Advanced Support ticket will be allowed (interworks.cloud will continue receiving support tickets through the Advanced Support ticket mechanism, meaning through the Support Portal, but they will be handled as standard support tickets). In order to continue being able to open Advanced Support tickets, the Technical Services Hours balance must be positive, otherwise it must be replenished by purchasing a Technical Services package. Furthermore, it is possible to use the available Technical Services Hours for Bluebook services.      ​

***Extended business hours: Monday through Friday from 8:00 to 22:00 GMT+2

****In case the SLA is not met, the time is NOT subtracted from the yearly Free Technical Services Hours allotment. Also, SLA is valid only if the support ticket is opened via interworks.cloud's support portal (support.interworks.cloud). Otherwise, the support ticket is treated as a standard support request.







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).

The out of the box FREE Standard Support plan for end-customers features the following:

Technical Support
Standard support plan Partner advanced support Partner premium support Service definition
Available: Monday - Friday
9:00 - 17:00 GMT+2
Best Effort
Available: Extended Business Hours
8:00 - 22:00 GMT+2
30 min
Available: 24/7
30 min
Critical
Customer’s business has significant loss or degradation of services, and requires immediate attention.
Available: Monday - Friday
9:00 - 17:00 GMT+2
1 business day
Available: Extended Business Hours
8:00 - 22:00 GMT+2
1 hour
Available: 24/7
1 hour
Major
Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner.
Available: Monday - Friday
9:00 - 17:00 GMT+2
2 business days
Available: Extended Business Hours
8:00 - 22:00 GMT+2
4 hours
Available: 24/7
4 hours
Minor
Customer’s business is functioning with minor impediments of services.
Learn more Learn more

Remember:

  • Should you use the Standard Support Plan, you can only make use of the features available in other support plans by upgrading to these.