Technical Support Scope for the Platform

Technical Support Scope

Learn more about the different levels of technical support we offer, from in-scope to three levels of out-of-scope 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 29, 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.

Please visit our searchable knowledge base to troubleshoot any issues

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 email support@mycloudit.com 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.

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

Hourly	Starter	Pro
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
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	Coupon was not applied Overcharged for a component

We Support

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	No licenses assigned when a new user is created Password write-back for self-reset password

We Do Not Support

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 Services	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
Remote Desktop Services	Custom certificate configuration issues
Remote Desktop Services Issues	Domain changes
Remote Desktop Services Issues	Custom GPO’s applied
Email / FTP client configuration

Response Times

Conexlink is committed to rapid response of all support requests. All seventies 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	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. Production environment is down or unavailable. Desktops/Virtual Machines are unreachable and/or connectivity cannot be restored by customer. 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. Service is operational but degraded performance to the point of important impact on usage. Impact on usage issues with non-production / POC environments.
Minimum	40 hours	Subscription / billing issues. Sales related questions. General questions. How-to questions.

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.

Production environment is down or unavailable.
Desktops/Virtual Machines are unreachable and/or connectivity cannot be restored by customer.

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.

Service is operational but degraded performance to the point of important impact on usage.
Impact on usage issues with non-production / POC environments.

Minimum

40 hours

Subscription / billing issues.
Sales related questions.
General questions.
How-to questions.

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