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Service Level Agreements
CloudCover meets and exceeds industry standard Service Level Agreements (SLAs) to support any requirement.
CloudCover Meets and Exceeds All Industry Standard SLAs
Below is a list of the most common SLAs, but all industry standard customer SLA that is required can be accommodated.
TAC-Only
- 24x7 Phone Support for Network Equipment (does not include hardware)
TAC+8x5xNBD
- 24x7 Phone Support for Network Equipment, with 8x5 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 response 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 response 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 response 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.
