Support
Compare City Cloud 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.
with all City Cloud accounts. For access to technical support and our success teams
we offer plans for both business and enterprise users.
Compare City Cloud support plans
| 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 |
| Read more... | Read more... | Read more... | |
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