Support Levels to Meet the Needs of All Types of Clients
Clients can choose between three different levels of support for their cloud data centers. Zetacloud's basic support, which is Gold level, is provided for free for all clients that choose to be invoiced on an annual basis, which is a 18% savings on the service. If clients want greater peace of mind, or are running mission-critical services, we give them two options with higher levels of support.
Highlights of Our SLAs for Different Support Levels
| Support Features | Gold | Platinum | Diamond |
|---|---|---|---|
| Issue Reporting Reaction Time (minutes) | 90 | 45 | 15 |
| Cloud Management Software installation and setup | ✅ | ✅ | ✅ |
| Updates installation within one major release | ✅ | ✅ | ✅ |
| Configuration changes, with no changes to services architecture | ✅ | ✅ | ✅ |
| Configuration changes, with minor changes to services architecture | ❌ | ✅ | ✅ |
| Configuration changes, with major changes to services architecture (within bounds) | ❌ | ❌ | ✅ |
| Backup Setup | ✅ | ✅ | ✅ |
| Multi-location, secure backup setup with data restore and rescue support | ❌ | ✅ | ✅ |
| Multi-location, secure backup setup and monitoring with complete audit reports and data restore and rescue support | ❌ | ❌ | ✅ |
| 24/7 end-to-end infrastructure monitoring setup | ✅ | ✅ | ✅ |
| 24/7 end-to-end infrastructure monitoring setup and monitoring support | ❌ | ✅ | ✅ |
| 24x7 Incidence management | ✅ | ✅ | ✅ |
| Setup of system journals (logs) collection and analysis system | ✅ | ✅ | ✅ |
| Monitoring and analysis of system journals (logs) | ❌ | ✅ | ✅ |
| IT services documentation development | ✅ | ✅ | ✅ |
| Elaboration of infrastructure improvement suggestions | ❌ | ✅ | ✅ |
| Implementation of agreed-upon infrastructure improvements | ❌ | ✅ | ✅ |
| Dedicated account manager | ❌ | ❌ | ✅ |
| Proactive and reactive management of security-related incidents | ❌ | ❌ | ✅ |
| Periodical proactive audit of security perimeter | ❌ | ❌ | ✅ |
| Security, services, VM and hardware logs monitoring | ❌ | ❌ | ✅ |
