Ask a question to our customer support agents


Our customer service can help with pre-sales, basic service inquiries and bug reporting.
You will receive an answer from us within 24h during our opening hours which are Monday to Friday – 8am to 5pm (CET).

For technical support, please read more about our Business support and Enterprise support plans above.

Ask a question to our customer support agents


Our customer service can help with pre-sales, basic service inquiries and bug reporting.
You will receive an answer from us within 24h during our opening hours which are Monday to Friday – 8am to 5pm (CET).

For technical support, please read more about our Business and Enterprise support plans.

Compare our plans

Customer service, access to documentation and our knowledge base is included
with all City Cloud accounts. For access to technical support and our success teams
we offer plans for both business and enterprise users.

Customer Service

Pre-sales & basic inquiries


  • Knowledge base
  • OpenStack API & documentation

Business

Technical support


  • 24/7 phone support
  • Chat support
  • Email support

Enterprise

Dedicated success team


  • Account manager
  • Service delivery manager
  • 24/7 dedicated support
  • Collaboration forums
  Basic Business Enterprise
Service Levels
Availablity Business Hrs CET 24/7/365 24/7/365
Response Time 24 Business hrs for general guidance Down to 1h for production systems (1) Down to 30 min for business-critical systems (1)
Resolution Time - - According to agreement
IaaS Access
Public Cloud Yes Yes Yes
Compliant Cloud No Yes Yes
Private Cloud No No Yes
Support Access
Operational info CNstatus.com Public: CNstatus.com

Compliant: compliant.CNstatus.com
Public: CNstatus.com

Compliant: compliant.CNstatus.com
Guiding documentation Knowledge base Knowledge base Knowledge base
Architectural support - Generic guidance Generic guidance
General guidance Not included Add-on services available for City Cloud, OpenStack and application/OS/DB support (1) Included for City Cloud and OpenStack Add-on services available for application/OS/DB support(1)
Support channels

Staffed Business Hours CET
Email (only for bug reporting and service inquiries) Email

Chat

Phone - extended on call support 24/7

Service portal - extended on call support 24/7
Email

Chat

Phone - extended on call support 24/7

Service portal - extended on call support 24/7
Customer Team - - Yes, a full customer team (1)
Guaranteed support languages English English English

Swedish (on request) (1)
Additional Benefits
Onboarding Journey Digital Public: Digital

Compliant: Onboarding package included (1)
Onboarding package included (1)
Cloud Environment Review - Add-on service Annual workshop
Governance
Maintenance News Newsletter Newsletter Direct e-mails + Operational Forums
Collaboration Forums - - Monthly Operational forums

Quarterly Tactical Forums

Annual Strategic and Security Forums
Price Free From €189 per month (1) From €6995 per month (1)
  Customer Service Business Support Enterprise Support
City Cloud health status CN Status CN Status CN Status
Knowledgebase Knowledgebase Knowledgebase Knowledgebase
Customer service Pre-sales and basic service inquiries only.
Email
24h response time.
Mo-Fr, 8am-5pm CET.
YES YES YES
Chat
24h response time.
Mo-Fr, 8am-5pm CET.
  YES YES
Phone
24/7
  YES YES
Access to technical Support by:      
Email
24h response time.
Mo-Fr, 8am-5pm CET.
  YES YES
Chat
24h response time.
Mo-Fr, 8am-5pm CET.
  YES YES
Access to technical Support by:      
Phone
24/7
  YES YES
Case severity / Response time   General guidance < 24h
System impaired < 12h
Production system impaired < 4h
Production system down < 1h
General guidance < 24h
System impaired < 12h
Production system impaired < 4h
Production system down < 1h
Business-critical system down < 30 min
Who can open cases?   One primary contact / Unlimited cases Unlimited contacts / Unlimited cases
City Cloud Compute   YES YES
City Cloud Network   YES YES
City Cloud Storage   YES YES
API support   YES YES
Architecture support   General guidance Contextual guidance based on specific usecase
Architectural review   Professional Services General guidance
Proactive guidance   Professional Services General guidance
OpenStack best practice   Professional Services General guidance
Cloud best practice   Professional Services General guidance
Automation/Orchestration   Professional Services General guidance
Application support   Professional Services Professional Services
Operating systems   Professional Services Professional Services
Database support   Professional Services Professional Services
Strategic collaboration forum     YES
Operational collaboration forum     1 per month
Security & Compliance forum     YES
Advisory Security Manager     YES
Account Manager     Dedicated
Change/Incident manager     Dedicated
Service Delivery Manager     Dedicated
Pricing Included Starting from $189 per month Starting from $6995 per month

Ask a question to our customer support agents


Our customer service can help with pre-sales, basic service inquiries and bug reporting.
You will receive an answer from us within 24h during our opening hours which are Monday to Friday – 8am to 5pm (CET).

For technical support, please read more about our Business and Enterprise support plans.

Compare our plans

Customer service, access to documentation and our knowledge base is included
with all City Cloud accounts. For access to technical support and our success teams
we offer plans for both business and enterprise users.

Customer Service

Pre-sales & basic inquiries


  • Knowledge base
  • OpenStack API & documentation

Business

Technical support


  • 24/7 phone support
  • Chat support
  • Email support

Enterprise

Dedicated success team


  • Account manager
  • Service delivery manager
  • 24/7 dedicated support
  • Collaboration forums
  Basic Business Enterprise
Service Levels
Availablity Business Hrs CET 24/7/365 24/7/365
Response Time 24 Business hrs for general guidance Down to 1h for production systems (1) Down to 30 min for business-critical systems (1)
Resolution Time - - According to agreement
IaaS Access
Public Cloud Yes Yes Yes
Compliant Cloud No Yes Yes
Private Cloud No No Yes
Support Access
Operational info CNstatus.com Public: CNstatus.com

Compliant: compliant.CNstatus.com
Public: CNstatus.com

Compliant: compliant.CNstatus.com
Guiding documentation Knowledge base Knowledge base Knowledge base
Architectural support - Generic guidance Generic guidance
General guidance Not included Add-on services available for City Cloud, OpenStack and application/OS/DB support (1) Included for City Cloud and OpenStack Add-on services available for application/OS/DB support(1)
Support channels

Staffed Business Hours CET
Email (only for bug reporting and service inquiries) Email

Chat

Phone - extended on call support 24/7

Service portal - extended on call support 24/7
Email

Chat

Phone - extended on call support 24/7

Service portal - extended on call support 24/7
Customer Team - - Yes, a full customer team (1)
Guaranteed support languages English English English

Swedish (on request) (1)
Additional Benefits
Onboarding Journey Digital Public: Digital

Compliant: Onboarding package included (1)
Onboarding package included (1)
Cloud Environment Review - Add-on service Annual workshop
Governance
Maintenance News Newsletter Newsletter Direct e-mails + Operational Forums
Collaboration Forums - - Monthly Operational forums

Quarterly Tactical Forums

Annual Strategic and Security Forums
Price Free From €189 per month (1) From €6995 per month (1)
  Customer Service Business Support Enterprise Support
City Cloud health status CN Status CN Status CN Status
Knowledgebase Knowledgebase Knowledgebase Knowledgebase
Customer service Pre-sales and basic service inquiries only.
Email
24h response time.
Mo-Fr, 8am-5pm CET.
YES YES YES
Chat
24h response time.
Mo-Fr, 8am-5pm CET.
  YES YES
Phone
24/7
  YES YES
Access to technical Support by:      
Email
24h response time.
Mo-Fr, 8am-5pm CET.
  YES YES
Chat
24h response time.
Mo-Fr, 8am-5pm CET.
  YES YES
Access to technical Support by:      
Phone
24/7
  YES YES
Case severity / Response time   General guidance < 24h
System impaired < 12h
Production system impaired < 4h
Production system down < 1h
General guidance < 24h
System impaired < 12h
Production system impaired < 4h
Production system down < 1h
Business-critical system down < 30 min
Who can open cases?   One primary contact / Unlimited cases Unlimited contacts / Unlimited cases
City Cloud Compute   YES YES
City Cloud Network   YES YES
City Cloud Storage   YES YES
API support   YES YES
Architecture support   General guidance Contextual guidance based on specific usecase
Architectural review   Professional Services General guidance
Proactive guidance   Professional Services General guidance
OpenStack best practice   Professional Services General guidance
Cloud best practice   Professional Services General guidance
Automation/Orchestration   Professional Services General guidance
Application support   Professional Services Professional Services
Operating systems   Professional Services Professional Services
Database support   Professional Services Professional Services
Strategic collaboration forum     YES
Operational collaboration forum     1 per month
Security & Compliance forum     YES
Advisory Security Manager     YES
Account Manager     Dedicated
Change/Incident manager     Dedicated
Service Delivery Manager     Dedicated
Pricing Included Starting from $189 per month Starting from $6995 per month

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