Support

City Cloud Enterprise Support

City Cloud Enterprise Support Plan


A dedicated success team for your technical, tactical and operational challenges.

Dedicated personnel

Technical support

Collaboration forums

Dedicated personnel

Technical support

Collaboration forums

Details & Pricing

The City Cloud Enterprise Support plan is an investment in the future success of your large enterprise. Beyond technical support, your dedicated Success Team has full attention on your technical, tactical and operational challenges.


With an active City Cloud Enterprise Support plan you can also get help with other technical challenges. No matter if you need help with your architectural challenges, OpenStack best practices or application support, we are here for you 24/7.


  • $6995 per month or 10% of your monthly City Cloud usage up to $100K,
    whichever is greater
  • 5% of monthly City Cloud usage from $100K – $250K
  • 3% of monthly City Cloud usage over $250K

Price example

For $270K in monthly City Cloud usage

$100 000 x 10% = $10 000 (10% of usage up to $100K)

$150 000 x 5% = $7500 (5% of usage $100K-$250K)

$20 000 x 3% = $ 600 (3% of usage over $250K)

Total: $18 100 per month
  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...
  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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