Basic
Please refer to response time table for incidents and outages
Free
Basic level support is free and includes:
Standard
24 business hours
Support offered by first line and support of maximum one hour. Support case examples:
Priority
8 business hours
Support offered by first line and support of maximum one hour. Support case examples:
Stated response time is the maximum time to start with support. Business hours are 9:00-17:00 CET on weekdays, excluding national holiday. Support requests exceeding one-hour workload or requiring senior engineering involvement are considered professional services projects. Examples include:
MachCloud’s support level ensures your service runs smoothly. It ensures service continuity and offers support during outages and incidents via chat and tickets. MachCloud offers a self-service package. You can order, install, manage and cancel service components. If you require a higher level of support, MachCloud provides additional management and support on a contract basis. When additional services are purchased, the Service Level Agreement (SLA) records the agreements. This document describes the performance level, response time, service window and contact method.
MachCloud Cloud and Telephony service management comprises the performance of all actions that are necessary for the services to function optimally and to secure them. Basic support is offered if the services isn’t functioning according to specification.
MachCloud provides the following free Basic support, as part of service offering:
Incident management: Performing all actions necessary to remedy disruptions.
Problem management: Performing all actions that are necessary to prevent disruptions to the services.
With Remote support, our engineers provide support using remote desktop software.
Within the problem management process two types of incidents are defined in two different categories:
Incident
Notification via support ticket,8 x 5
Response time:
Within 8 business hours after notification
< 2 working day
< 5 working days
Outage
Notification via support ticket,8 x 5 Call 31 (0) 88 622 4040
Response time:
Within 1 business hour after notification
Status update:
By support ticket
< 8 hours
< 8 hours
Standard and Priority support is available if you need support with technical management of the web portal related to the Cloud and Telephony services. Technical management for service components outside the service domain is not part of this SLA. An incomplete overview of parts that are not part of the SLA are: Problems with internet connections, LAN, Firewalls, devices or service parts from third parties such as Microsoft. If necessary, it is possible to receive Remote Support during the service window. Support at customer location is not offered. A support ticket can be purchased via the web panel for € 79.00, with a maximum of 1 hour of support and 24 business hour reaction time. In case faster reaction time is required, a € 149,00 priority ticket can be purchased. Priority tickets have a charge of € 69,- if combined with € 39,- month Priority level subscription when signing up as a new customer. This one-year commitment subscription gives priority support at unlimited amount of support tickets purchased. How does it work: You report a problem via a chat report or ticket via the portal. The costs are calculated regardless of whether the malfunction is / will be resolved and regardless of the time spent. Configuration changes are, for example, requests for changes or expansion / reduction of a service. Other examples include changing a password, granting rights, adding or removing users, modifying a telephone routing, etc. Configuration changes that take more than 1 hour are not covered by the SLA ticket and may incur additional costs. The SLA is valid for the period of one year for which prepayment has been made. For all named and non-named matters, please refer to our General and Additional Conditions on our website, which are always binding.
If additional service level is required, Enterprise-grade Support shall be offered. Enterprise Support is an extension of the standard SLA. Additional fees and Service Levels will be described in a dedicated DAP (Document Agreements and Processes) document.
This Service Level Agreement (SLA) is inextricably linked to the agreement concluded between the client and the contractor. The terms of this MachCloud SLA are subject to the terms of MachCloud Terms and Conditions, as listed on https://www.machcloud.com/en-us/legal/terms-of-use/. MachCloud reserves the right to administer the MachCloud SLA in its discretion.