OVHcloud

OVHcloud Business & Enterprise Support

Get round-the-clock access to a support team of senior engineers, available in less than 30 min (15min for Enterprise Support plan) to answer your requests and resolve you incidents. Technical Account Mananger for Enterprise Support clients. These support levels are recommended if you have production workloads in OVHcloud.

Features

  • 24/7 support available within 30 minutes (15min for Enterprise Support)
  • Dedicated phone number
  • Access to senior support engineers
  • One to one on-boarding with every new client
  • Root cause Analysis Reports in case of incidents
  • Custom datacenter room selection
  • Monthly custom monitoring by appointed TAM (Enterprise Support only)
  • Access to customized Experts support (Enterprise Support only)
  • Access to private cabinets, special training (Enterprise Support only)

Benefits

  • For clients operating critical services
  • For clients offering high SLA
  • For clients looking for fast incident resolution
  • For clients looking for professional services

Pricing

£225 a unit a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector@ovhcloud.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 9 4 4 7 2 7 7 2 1 4 2 0 3 9

Contact

OVHcloud Hiren Parekh
Telephone: 03333700425
Email: publicsector@ovhcloud.com

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
Special Training option for Enterprise Support only
Training is tied to specific services
Yes
Services the training service works with
All OVHcloud Services

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Contextual guidance based on your use-case
Setup or migration service is for specific cloud services
Yes
List of supported services
All OVHcloud services

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
All OVHcloud services

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
30 min (15min for Enterprise Support) for an incident affecting the availability of all or most services — critical impact for customers
60 minutes for an incident affecting part of the services — critical or significant impact for customers
4 hours for an incident resulting in degraded services — moderate impact for customers
8 hours for Support or advice request — minimal impact for the customer
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
24x7 phone, email, and chat access to Senior Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

General guidance:
< 8 hours

System impaired:
< 2 hours

Production system impaired:
< 1 hour

Production system down:
< 30 min (15min for Enterprise Support)

3rd party software support - Interoperability & configuration guidance and troubleshooting

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Pricing

Price
£225 a unit a month
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector@ovhcloud.com. Tell them what format you need. It will help if you say what assistive technology you use.