SERVICE LEVEL AGREEMENTS

CloudCover provides a Variety of Service Level Agreements (SLAs) to support any requirement

Overview

CloudCover offers a robust variety of Service Levels to support any requirement. Below is a list of the most common SLAs, but any customer SLA that is required can be accommodated:

TAC-Only

24x7 Phone support for Network Equipment, with 24 hr coverage. Does not include hardware.

TAC+8x5xNBD

24x7 Phone support for Network Equipment, with 8x5x next business day coverage. If a ticket is opened today, you’ll have repair/replacement equipment on the next business day after problem isolation

TAC+24x7x4

24x7 Phone support for Network Equipment, with 24 hr coverage and 4-hour resolution from problem isolation

8x5xNBD

Support option for all major infrastructure hardware. 8x5x next business day coverage. If a ticket is opened today, you’ll have repair/replacement equipment on the next business day after problem isolation

24x7x4

Support option for all major infrastructure hardware. 24 hr coverage and 4-hour resolution from problem isolation.

8x5xNBD+Field Engineering

Support option for all major infrastructure hardware. 8x5x next business day coverage. If a ticket is opened today, you’ll have repair/replacement equipment on the next business day after problem isolation. This equipment will be delivered by a field engineer who can install/replace the non-performing equipment.

24x7x4+Field Engineering

Support option for all major infrastructure hardware. 24 hr coverage and 4-hour resolution from problem isolation. This equipment will be delivered by a field engineer who can install/replace the non-performing equipment.

Parts Only

No TAC or Triage, simply request a part and it will be delivered either next business day or within 4 hrs, depending on SLA

Time and Materials

If you don't have elements of your infrastructure supported or it was missed during contracting, CloudCover is glad to support you on a Time & Materials basis. After your equipment is supported, you can opt to add it to an existing contract or continue to use T&M. Regardless, we're there to help.

Take a look at CloudCover

Gartner - recognized CloudCover is completely unique to the marketplace and offers incredible value and control of your maintenance environment. If you’d like to learn more about the CloudCover Model and see our platform in action, click below. You’ll be contacted right away.