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Currently, the SLA associated with Service Availability is 98% uptime. Planned outages for patching and/or other technical efforts will be calculated separately and will be given notice of no less than 24-hours. See Status Page for notifications.
Application Support
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. . The support team is reachable at customer-support-team@cloudsphere.com if direct contact is required. Normal communication and problem resolution is achieved through updates to the tickets in the ticketing system.
Response Time
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.