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.