Support agreement

We offer four different levels of support agreements to our cloud customers, from “Base” where you handle everything yourself, to “Enterprise” which is tailored for the larger company where we basically become your cloud operations department.

Agreement Base Business Professional Enterprise
General support Information about the service and billing etc. Mon-Fri 08:00-17:00 (CET)
E-mail Yes Yes Yes Yes
Chat Yes Yes Yes Yes
Phone Yes Yes Yes Yes
Tech support Information about technical solutions etc Mon-Fri 08:00-17:00
E-mail Yes Yes Yes
Chat Yes Yes Yes
Phone Yes Yes Yes
SLA per type
General guidance 48h 48h 48h 48h
Non critical matter 48h 24h 24h
Medium critical matter 36h 12h 12h
Highly critical matter 8h 8h 4h
Emergency matter 1h 30 min 15 min
Included services Definition of the type of services included
Vem kan öppna case? Account owner Account owner Account owner Unlimited number of contacts
Case per month 5 Unlimited Unlimited
Compute assistance Yes Yes Yes
Network assistance Yes Yes Yes
Storage assistance Yes Yes Yes
API assistance Yes Yes Yes
Architecture General guidance Yes 1 Yes
Validation of architectur General guidance 1 per year 1 per quarter
Openstack best practice Add-on service General guidance General guidance
Orchestration Add-on service Add-on service General guidance
Applications Add-on service Add-on service Add-on service
Operative system Add-on service Add-on service Add-on service
Databases Add-on service Add-on service Add-on service
24-7 jour Add-on service Yes Yes
Account manager Team Team Dedicated
Incident manager Team Team Dedicated
Price per month Included From 1495 SEK From 8995 SEK From 49000 SEK