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Application support is provided by the CloudSphere support center during regional business hours. Clients also have access to:
24 x 7 Online online Helpdesk System (to raise tickets and provide problem description)
https://cloudsphere.atlassian.net/servicedesk/customer/portalsPredefined response time goals linked to the severity of the support incident
24 x 7 access to CloudSphere’s Online Knowledge Base
Standard operational hours for application support
USA: Monday - Friday from 9AM to 5PM EST
EMEA: Monday - Friday from 9 AM to 5 PM GMT (adjusted for Daylight Saving Time)
Global: Online helpdesk system operational 24 x 7 (365 days)
Prioritization
All calls are assigned a call priority. Any change of priority must be jointly agreed by both CloudSphere and the customer.
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Incidents where next steps are listed as “Awaiting Customer” will be closed after a period of 10 5 working days and will be assumed as closed/resolved unless active efforts are ongoing. Updates will be tracked as part of ticket monitoring.
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In line with industry best practice, we have implementing a Multi-Tiered support structure. This structure is supported by a Helpdesk System helpdesk system which will allow the a customer to log tickets directly, if desired. Please contact support customer-success-team@cloudsphere.com to request access to this service and to allow us them to outline the process behind the helpdesk system. Tickets, when submitted directly by a customer, will be subject to a triage process with the help of a level 1 support engineer to ensure correct priority and classification.
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The response time to any request for support will be based upon the severity of the case reported.
A response will be one of the following:
A potential problem resolution
A request for more information which will allow CloudSphere to determine the next steps towards potential problem resolution
If the issue, at CloudSphere’s discretion, requires escalation or extensive time to research, a notification of the response duration needed to provide the client contact with more information, potential work arounds, or a resolution.
Platform availability will be is monitored 24 x 7 x 365. If the monitored services were to become unresponsive, it will be attended to by an Operations Engineer and updates will follow a priority 1 path for notification.