Fully Managed Support
Our Core Hours are Monday to Friday (excluding Bank Holidays in England) 8am to 6pm
| Priority | Description | Response Time | Resolution |
|
Emergency (Critical System Outage) |
ClearCloud infrastructure monitoring services determines your services are inaccessible from your primary network (Internet or Internal). | 15 Minutes | 4 Hours |
|
Urgent* (Production System Outage) |
Your services are functioning improperly or at less than optimal performance and the failure is impacting business transactions. | 60 Minutes | 8 Hours |
|
High (Production System Impaired) |
Your services are functioning improperly or at less than optimal performance, but the failure is not impacting business transactions. | 4 Core Hours | Not Applicable |
|
Normal (Issues and Requests) |
Your services are functioning normally, but you have a time sensitive request, question, or issue that needs addressing | 12 Core Hours | Not Applicable |
|
Low (General Information, Questions and Guidance) |
Your services are functioning normally, but you require information or assistance, wish to schedule maintenance, or require the completion of any other non-immediate tasks | 24 Core Hours | Not Applicable |
*Please be aware: Customers must call ClearCloud immediately after creating the Urgent ticket to trigger the 1-hour response guarantee.