| 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 |
|
|
LEARN MORE |
LEARN MORE |
LEARN MORE |
LEARN MORE |