Cloud support engineers can be reached 24/7 by phone, chat, and email. You can have an unlimited number of contacts, all of whom can open an unlimited number of cases. The response time is as follows: General guidance: <24 hours System damage: <12 hours Production system damage: <4 hours Production system downtime: <1 hour Business-critical system downtime: <15 minutes

A Technical Account Manager (TAM) is your designated technical contact who is responsible for providing advocacy and guidance to help plan and build solutions according to best practices, coordinate contact with subject matter experts and product teams, and proactively keep your cloud vendors environment up and running.

Contextual guidance on how to combine services to meet your specific use case, workload, or application needs.

This includes access to well-structured audits, operational audits, and infrastructure incident management.

The Concierge team consists of a group of cloud vendors billing and account experts who specialize in corporate account issues. They can assist you with billing and account inquiries quickly and effectively, and implement billing and account best practices with you, so you can focus on what matters most: running your business.

Your cloud vendors technical account manager will work with you to outline the process to follow in the event of a problem, including how to open a case of the correct severity, when to use various communication mechanisms (for example, service health dashboard, Personal Health Dashboard, support Case studies, direct contact with TAM) and communication plans for different severity scenarios. The plan includes actions to be taken if the customer cannot be reached. Our support team will work with customers to participate in disaster recovery and other critical event planning and walkthroughs. For critical issues, you can open a 15-minute response time case or contact TAM directly so they can report them if necessary.