Hourly | Starter | Pro |
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Free In-Scope Support | Free In-Scope Support | Free In-Scope Support |
Charged for Out-of-Scope Support | Charged for Out-of-Scope Support | Charged for Out-of-Scope Support |
Pay by the hour | 20% discount off hourly pricing | 30% discount off hourly pricing |
Out-of-Scope support, Billed in 15-minute increments | 5-hours of Out-of-Scope support included per month | 5-hours of Out-of-Scope support included per month |
Charged upon completion of service | Charged at end of billing cycle | Charged at end of billing cycle |
Access to technical documentation | Access to technical documentation | Access to technical documentation |
Access to customized scripts | Access to customized scripts | |
>5 hours, charged hourly rate with option to upgrade to Pro mid-term | >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 | ||
$150/hour | $500/month | $875/month |
We Support
Platform Services
Support Category | Support Issue | Additional Notes |
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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 | ||
Refund request |
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We Support
Infrastructure Services
Support Category | Support Issue | Additional Notes |
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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 |
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Performance issues | ||
User profile disks | Users are getting temporary profiles | |
Login issues |
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Password self-reset on the web access URL | ||
Licensing Server |
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Office 365 Issues | Can’t login after synchronization | |
Can’t add more users after sync | ||
General synchronization issues |
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Force synchronization does not work | ||
I can’t see my user after I force sync | ||
General questions |
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We Do Not Support
Support Category | Support Issue | Additional Notes |
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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 | ||
Remote Desktop Services Issues | Domain changes | |
Custom GPO’s applied | ||
Email / FTP client configuration |
Support Target Response Times:
Severity | Initial Response Times | Defination |
---|---|---|
Critical | 4 Hours |
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 | 12 hours |
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.
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Minimum | 40 hours |
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