CECloud Elevate
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Support

When something breaks, you talk to a person.

Four plans, from business hours to round‑the‑clock. Every plan gets you a named technical contact at Cloud Elevate — not a tier‑one helpdesk reading a script. Pick the response time that matches the criticality of what you're running.

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What's covered

Both sides of what we do.

One support arrangement covers the work we deliver as a services partner, and the products we run for you. You don't need to figure out which team to call.

01 · services

Things we built or run for you

  • Cloud landing zones, networking and identity
  • Migrations and platform engineering
  • AI and data deployments built on our work
  • Custom software and integrations
  • Ongoing optimisation advice
02 · products

Cloud Elevate products

  • Giji — Android device orchestration
  • Evidence Vault — continuous compliance evidence
  • Landing Zone Studio — secure cloud foundations
  • Persona Pricing — AI cost and value tracking
Compare plans

Four tiers. One that suits.

The differences are response time, after‑hours coverage, and how many of your people can raise tickets. Severities follow the standard: 1 (down), 2 (degraded), 3 (minor), 4 (info).

Feature Business Enhanced Production Mission Critical
Single‑cloud support✓✓✓✓
Multicloud support——✓✓
Support portal access✓✓✓✓
Updates and patches✓✓✓✓
Service Level Agreement✓✓✓✓
Mission‑critical first response———15 minutes
Sev 1 — system down1 business day4 hours1 hour1 hour
Sev 2 — degraded1 business day4 hours2 hours2 hours
Sev 3 — minor1 business day4 hours4 hours4 hours
Sev 4 — info or feature request1 business day1 business day1 business day1 business day
Business hours coverage9–6 AEST, business days9–6 AEST, business daysSev 1/2: 24×7×365
Sev 3/4: business hours		Sev 1/2: 24×7×365
Sev 3/4: business hours
Named technical contacts24816
Proactive monitoring———✓
Escalation manager———✓
Business hours are Monday–Friday, 9 AM to 6 PM AEST. A "named technical contact" is a unique person at your organisation who can raise tickets — accounts aren't shared. On Mission Critical, an Escalation Manager is assigned for any Sev 1 incident and provides updates every 15 minutes until resolution. Without a plan, support is limited to documentation and email best‑effort.
Pick a plan

Not sure which tier fits?

Tell us what you're running and how critical it is. We'll come back with the right plan and a clear price — no upsell.

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