This document outlines the Support provided for CloudSphere Services. It details how support requests should be raised and how they are prioritized within the support and services organization at CloudSphere.
Support Entitlements
The following are the elements of standard support. Support is distributed across two distinct areas:
- Service Availability
- Application Support
Service Availability
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 Helpdesk System (to raise tickets and provide problem description)
https://cloudsphere.atlassian.net/servicedesk/customer/portals - Predefined 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 9 AM to 5 PM 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.
Classification |
Response Requirement |
| Priority 1: Critical/Highest Only available for production environment. The platform is unavailable. |
Response within 1 hour of outage. Regular updates (120 mins) until the platform is restored. Efforts will be made to ensure service is restored as quickly as possible or a workaround that permits the application to continue normally. Resolution of Priority 1 conditions may include a temporary solution enabling the customer to operate until a more comprehensive solution can be provided. Priority 1 service delivery requires that:
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Priority 2: Severe/High The platform is available but with errors that prevent key areas of the system from operating correctly. Issue influences the day-to-day operations of the product’s key functions but does not impact platform availability. |
Response is required within 4 hours within standard operational hours (see above)Priority 2 issues will be serviced as critical during standard business hours until the Priority 2 condition has been resolved or a workaround has been provided. Priority 2 service delivery requires that:
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Priority 3: Significant/Medium This indicates that the application is usable but that some features (not critical to operations) are unavailable. |
The response is required within 8 hours (Monday to Friday)Priority 3 issues are important for the customer and the customer’s services and will be serviced as such. These issues will be worked on during normal business hours until the Priority 3 condition has been resolved. Priority 3 service delivery requires that:
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Priority 4: Minor This indicates the problem does not significantly impact operations, or that a reasonable workaround has been implemented. |
Response is required within 5 business days. Priority 4 issues will be serviced as general issues during standard business hours. Priority 4 service delivery requires that:
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CloudSphere Support will work in partnership with the customer’s technical resources to monitor the progress of tickets logged and will provide regular updates based on the priority of tickets.
Periodically, a support engineer may request a review of open tickets to ensure that the priority of the tickets meets the classification outlined by this document.
Incidents where next steps are listed as “Awaiting Customer” will be closed after a period of 5 working days and will be assumed as closed/resolved unless active efforts are ongoing. Updates will be tracked as part of ticket monitoring.
Logging a Support Request
Any issues may be logged with CloudSphere through our online support desk: https://cloudsphere.atlassian.net/servicedesk/customer/portals
In line with industry best practice, we have implementing a multi-tiered support structure. This structure is supported by a helpdesk system which will allow a customer to log tickets directly, if desired. Please contact customer-success-team@cloudsphere.com to request access to this service and to allow 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 on the severity of the case reported. A response will be one of the following:
- A potential problem resolution
- A request for more information to allow CloudSphere to determine the next steps toward potential problem resolution
- If the issue, at CloudSphere’s discretion, requires escalation or extensive time to research, a notification of the response duration is needed to provide the client contact with more information, potential workarounds, or a resolution.
Platform availability is monitored 24 x 7 x 365. If the monitored services become unresponsive, it will be attended to by an Operations Engineer and updates will follow a priority 1 path for notification.