Technical Support Scope
Here we outline the scope of our technical support.
We offer in-scope technical support and three levels of out-of-scope service support.
Conexlink Support for MyCloudIT
We provide basic technical support to ensure the MyCloudIT platform and underlying infrastructure are operating smoothly. These items are outlined below as in-scope support and provided at no charge. We do provide technical support for out-of-scope items, on a per-request basis, at an additional charge as outlined below.
We will update these terms from time to time as our support policies evolve. We will always work hard to provide you the best MyCloudIT experience.
Technical support policies last updated on January 23, 2020.
MyCloudIT Knowledge Base
For many of the in-scope and out-of-scope items outlined we provide how-to articles and videos to triage the issue and solve it yourself. We are constantly adding to this knowledge base to ensure you have supporting documentation to fix common issues or leverage best practices to optimize your MyCloudIT experience.
Support Tickets
When the need for a support ticket arises, please submit it through the MyCloudIT platform. For in-scope items we will respond based on the severity as outlined below. For out-of-scope items we will respond with a statement of work in accordance with your support package level. Out-of-scope support levels are outlined below.
Please click here or visit manage.mycloudit.com/support to submit a support ticket.
MyCloudIT Support Packages
Our team includes Microsoft Azure, RDS, Active Directory, and general cloud experts. We are more than happy to help, if we can, on any out of scope issues or service requests you may have.
Some common out of scope requests we are happy to help with include:
- Additional infrastructure and configuration
- Extra file server machine / volume / SMB share
- Storage migration to premium storage
- Data migration: File server; User profile disks – increment user profile disk capacity
- Office 365 ProPlus installation
- VPN configuration
Service Levels
Basic level of service is $150 / hour. Our starter and pro packages offer monthly discounts for pre-paid hours.
- Hourly
- Free In-Scope Support
- Charged for Out-of-Scope Support
- Pay by the hour
- Out-of-Scope support;
Billed in 15-minute increments - Charged upon completion of service
- Access to technical documentation
- Access to customized scripts
- >5 hours, charged hourly rate with option to upgrade to Pro mid-term
- Designated engineer assigned to your account
- Scheduled 15-minute meeting per month with support engineer to review all systems and deployments
- $150/ hour
- Starter
- Free In-Scope Support
- Charged for Out-of-Scope Support
- 20% discount off hourly pricing
- 5-hours of Out-of-Scope support
included per month - Charged at end of billing cycle
- Access to technical documentation
- Access to customized scripts
- >5 hours, charged hourly rate with option to upgrade to Pro mid-term
- Designated engineer assigned to your account
- Scheduled 15-minute meeting per month with support engineer to review all systems and deployments
- $500 / month
- Pro
- Free In-Scope Support
- Charged for Out-of-Scope Support
- 30% discount off hourly pricing
- 5-hours of Out-of-Scope support
included per month - Charged at end of billing cycle
- Access to technical documentation
- Access to customized scripts
- >10 hours, charged hourly rate with option to add (5) hours at discount mid-term
- Designated engineer assigned to your account
- Scheduled 15-minute meeting per month with support engineer to review all systems and deployments
- $875 / month
We support (in scope)
Platform Services and Infrastructure Services
Platform Services
| Support Category | Support Issue | Additional Notes |
|---|---|---|
| Portal Issues | Can’t login into the MyCloudIT platform | |
| Can’t see my subscriptions | ||
| View is not loading or it shows error correctly | Dashboard, Deployment’s Details, Calculator, etc. | |
| Errors executing any action | Provisioning process, creating users, support, etc. | |
| Billing Issues | Can’t add / see / edit my billing information | |
| General payment issues | Payment not processes (dunning) | |
| Refund request | – Coupon was not applied – Overcharged for a component |
Infrastructure Services
| Support Category | Support Issue | Additional Notes |
|---|---|---|
| Azure Issues | Machines are not turning on / off | Appears scheduler is not running correctly. We will troubleshoot the root cause and provide a report on the reason of failure. |
| Setup Backups | Virtual machine or data configuration only. | |
| Networking | Internal networking only. | |
| Active Directory Issues | Can’t see / create / edit / delete Users and Group | Users are not loading correctly due to the amount of users. |
| Password self-reset on the web access URL | ||
| Group Policies | ||
| Remote Desktop Services Issues | Management | – User connections – Session host connections availability for maintenance and testing |
| Performance issues | ||
| User profile disks | Users are getting temporary profiles | |
| Login issues | – Gateway issues – Licensing issues – Customer clicks on do not trust when they first attempt to login, now they can’t see the warning again – Credentials are corrupted and stored, customer needs to clean the saved credentials | |
| Password self-reset on the web access URL | ||
| Licensing Server | – Bring your own licenses – Activated my license server with MyCloudIT, but is not issuing licenses correctly | |
| Office 365 Issues | Can’t login after synchronization | |
| Can’t add more users after sync | ||
| General synchronization issues | – User sync is failing – Last sync was over 24 hours | |
| Force synchronization does not work | ||
| I can’t see my user after I force sync | ||
| General questions | – Are licenses assigned when a new user is created: No – Password write-back for self-reset password |
We do not support (out of scope)
| Support Category | Support Issue | Additional Notes |
|---|---|---|
| Third party applications | Any issue with third-party applications | |
| Azure Services | Azure recovery services job failures (execution) | We will help with troubleshooting and we will create and escalate the ticket with Microsoft for the CSP customer. |
| Azure outages | If Azure has an outage, services are degraded, or they are having internal issues, we will be more than happy to identify (if we can) and notify our customers about these issues. | |
| Remote Desktop Services | Custom licensing and server configuration issues | |
| Custom certificate configuration issues | ||
| Active Directory | Domain changes | |
| Custom GPOs applied | ||
| Email / FTP client configuration |
Response times
Conexlink is committed to rapid response of all support requests. All severities can be logged with Conexlink on a 24 hours per day, 7 days per week, 365 days per year basis. All support requests can be tracked online by the authorized technical contact who opened the support request.
Conexlink does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability or other solution Conexlink deems reasonable. Conexlink will provide continuous efforts (24x7x365) to resolve severity 1 service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.
Support Target Response Times:
| Severity | Initial Response Times |
|---|---|
| Critical | < 4 Hours |
| Moderate | < 12 hours |
| Minimum | < 48 hours |
| Severity | Definition |
|---|---|
| Critical | Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.
Severity 1 issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with Conexlink. |
| Moderate | Functionality is impacted or performance degradation is experienced. The situation is causing an impact to portions of your business operations and no reasonable workaround exists.
|
| Minimum |
|
