Business Support

Our Support program is designed to give you the right combination of tools and expertise to enable you to optimize performance, manage risk, and control costs with cloud vendors for success.

We will make every reasonable effort to respond to your initial request within the appropriate time period; customer service and the community provide 24/7 customer service, and support 24/7 access to documents, white paper, and support forums, and all cloud vendors customers receive basic support.

Cloud vendors Trusted Advisor Best Practice Check	Cloud vendors Trusted Advisor provides a rich set of best practice checks and recommendations: cost optimization, security, fault tolerance, performance, and service limitations.
Enhanced Technical Support	Contact cloud support engineers 24/7 by phone, email, and web chat Any number of cases / any number of contacts (IAM support)
Case Severity / Response Time	General guidance: <24 hours system damage: <12 hours Damaged production system: <4 hours Production system downtime: <1 hour
Architecture Guidance	Use case-based contextual guidance
Edit Case Management	Cloud vendors Support API
Third-Party Software Support	Interoperability and configuration guidance and troubleshooting
Proactive Guidance	Access to infrastructure incident management (at an additional cost)

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