Cloud Elevate Support Plans
Choose the right support plan for your Cloud Elevate AI solutions. Our plans provide dedicated support and timely service, ensuring your organization runs smoothly and efficiently.
Support for Our Services & Products
Cloud Elevate provides comprehensive support for all our professional services and AI products. Whether you need help with bespoke cloud solutions, AI SaaS applications, or our Persona Content Co-Pilot, our support plans ensure you have the expertise and timely assistance you need to succeed.
Professional Services Support
- Cloud infrastructure, migration, and security support
- AI model deployment and integration support
- Custom software and API support
- Ongoing consulting and optimisation
AI Product Support
- Persona Content Co-Pilot onboarding and troubleshooting
- Cyber Threat Intelligence AI (coming soon) support
- Military AI Decision Support (coming soon) support
- OSINT Data Fusion & Analysis (coming soon) support
| Feature | Business | Enhanced | Production | Mission Critical |
|---|---|---|---|---|
| Multicloud Support | — | — | Yes | Yes |
| Single-Cloud Support | Yes | Yes | Yes | Yes |
| Support Portal Access | Yes | Yes | Yes | Yes |
| Updates and Patches | Yes | Yes | Yes | Yes |
| Service Level Agreement (SLA) | Yes | Yes | Yes | Yes |
| Initial Response Time Mission Critical Severity |
— | — | — | Within 15 minutes |
| Standard Support Severity 1 Production system is down |
Within 1 business day | Within 4 hours | Within 1 hour | Within 1 hour |
| Standard Support Severity 2 System degraded |
Within 1 business day | Within 4 hours | Within 2 hours | Within 2 hours |
| Standard Support Severity 3 Minor functionality impacted |
Within 1 business day | Within 4 hours | Within 4 hours | Within 4 hours |
| Standard Support Severity 4 Request for info/feature |
Within 1 business day | Within 1 business day | Within 1 business day | Within 1 business day |
| Support Business Hours | 9 AM–6 PM, business days | 9 AM–6 PM, business days | Severity 1/2: 24x7x365 Severity 3/4: 9 AM–6 PM, business days |
Severity 1/2: 24x7x365 Severity 3/4: 9 AM–6 PM, business days |
| Max Number of Technical Contacts | 2 | 4 | 8 | 16 |
| Proactive Monitoring | — | — | — | Yes |
| Escalation Management | — | — | — | Yes |
Support business hours are Monday through Friday, 9 AM–6 PM (multiple time zones). "Contact" means a unique named user at customer (email address or chat ID) – accounts may not be shared. For mission-critical issues, Cloud Elevate assigns an Escalation Manager who provides updates every 15 minutes until resolution. Need more help? Our Professional Services team can provide additional advisory assistance. If no plan is selected, support is limited to public documentation and community resources. For more information, contact us.