CloudBasix Support Plans
Last revised on 12/01/2019
All CloudBasix customers receive the Basic Support, which comes included with all service subscription plans. In addition, 24x7 access is provided to online documentation, white papers, and case studies.
Over the phone Technical Support and Advisory Services are available to higher service tiers and Premium Support subscribers.
| Basic | Standard | Premium | |
|---|---|---|---|
| Best suited for: | Migrations | Reporting, HA/DR Scenarios, Data Warehouses, Data Lakes | Business-critical dependence |
| Customer Service | 24×7 access to customer service, documentation, white papers; chat support during regular business hours | 24×7 access to customer service, documentation, white papers; chat support during regular business hours | 24×7 access to customer service, documentation, white papers; chat & phone support during regular business hours |
| Technical support | Business hours* access to Cloud Support Associates via email | Business hours* access to Cloud Support Associates via email, chat & phone | 24×7 access to Sr. Cloud Support Engineers via email, chat & phone |
| Response Times~ | General guidance | ||
| <24 Business hours | The CloudBasix Customer Support Team will respond to and commence efforts to remediate the reported issue as quickly as possible. | <1 Hour for Problem Severity Level 1 | |
| Advisory services | Documentation, white papers, case studies | Documentation, white papers, case studies Limited Advisory Services |
Documentation, white papers, case studies Assigned Account Manager Customer-Centric Advisory Services |
| Pricing | Free | Included with M4/M5.Large and above product subscriptions on AWS. Included with all subscription plans outside of AWS. | Please call |
| Support Terms | EULA Standard Support Terms |
EULA Standard Support Terms |
EULA Premium Support Terms |
* Business hours are defined as Mon-Fri 9:00AM to 5:00PM Pacific Standard Time excluding US holidays
~ We will make commercially reasonable efforts to respond to your initial request within the respective support plan time frames