mCloud provides a basic level of support for all mCloud services free of charge. The basic level of technical support included in the price of the service involves taking care of the functionality of the platform on which the mCloud servers are located and the control panel, as well as basic analysis and identification of operational problems. This level of technical support includes consulting services on business days from 9am to 5pm, through the mCloud ticketing system.
For all the users who might want a monthly maintenance mCloud servers and 24×7 support we provide a flat monthly maintenance service, which includes:
|Service name||Monthly in EUR|
|Monthly infrastructure support (per server)||120,00|
|Type of incident / activity||Description of severity||First response|
|Severity 1 (S1)||Network/Server/Service environment is “down” or there is a critical impact to system performance.||2 hours|
|Severity 2 (S2)||Operation of Network/Server/Service environment is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance.||6 hours|
|Severity 3 (S3)||Operational performance of your Network/Server/Service or environment is impaired while most business operations remain functional.||12 hours|
|Severity 4 (S4)||You have Service request / Change request (installation/ configuration). There is little or no effect on your business operations.||24 hours|
SLA is in accordance with severity levels described in table below. We will try to make best effort to solve incident as soon as possible.
Monitoring, maintenance and basic troubleshooting will be operated by our NOC team (Level1), while escalation will be handled by our Level 2 and Level 3 support team.