Support and Coaching

Overview

By default, each customer benefits from Standard support, at no additional cost. Additional support options are available: Bronze, Silver, and Gold.

Standard support

Standard support working principle

Tickets are opened via the trouble ticket opening tool, from the Cloud Customer Area.

This is where support contact information is provided, as well as access to the trouble ticket management portal.

Level 1, 2 or 3 support teams interact with the Customer, by email or telephone, to process the incident ticket.

Support with option

Principle of operation of the support with option

Tickets are opened via the trouble ticket opening tool, from the Cloud Customer Area.

This is where support contact information is provided, as well as access to the trouble ticket management portal.

Customers who have subscribed to a support option have received, when subscribing to the offer, an email containing information allowing them to contact the Cloud Expertise cell by email and telephone, which can help them resolve their incident, after the ticket has been opened in the tool.

The different support options

The following table describes the support offer attached to the Cloud Avenue offer.

Beta Features do not give rise to any support commitment.

Tickets are taken into account 24×7.

Whichever the level of support subscribed to, exchanges between the Cloud Avenue support teams and the customer are available in French or English.

Support can be contacted:

   - By phone:   +33 (1) 85 14 93 56
   - By email:   obs-cloud-z3.servicedesk@orange.com

Changing the level of support

From the Cloud Customer Space, it is possible to upgrade your level of support to a higher level. The implementation is effective immediately. The implementation on the invoice will be from the first day of the month following the support level change operation.

To downgrade, contact Customer Support.

Coaching

The Cloud Expertise cell is made up of vmware virtualization experts. They are regularly in contact with our clients to fulfill all types of assignments, among which we find:

• “discovery” sessions of the functionalities of the vCD portal and other components of the Cloud Avenue offer
• the joint development of the target architecture of your solution from your existing one when you decide to migrate to Cloud Avenue
• daily advice when improving the skills of our clients’ teams
• diagnostic assistance, “troubleshooting” in the event of an incident not related to the service (the Customer may have misconfigured certain parameters preventing communication between VMs)
• rapid action on P1 incidents, if support option
• personalized and detailed reports, as well as recommendations for sizing VMs or networks

Our experts are accessible:

• for Customers in standard support, by ordering expertise packs, from the Cloud Customer Space
• for Customers with support option, via the fixed monthly expertise hours attached to the option subscribed.

The supporting services that are available through the Cloud Customer space:

Supporting Services	Quick description
Accompagnement cloud avenue L1	“The goal of this service is to introduce you to the platform’s interface and help you get started implementing your Cloud Avenue tenant. Specifically, the basics: VM, network, and backup management.
Accompagnement cloud avenue L2	The objective of this service is to introduce you to the components of your tenant that implement more advanced security and performance features as well as object storage.
Accompagnement cloud avenue L1 & L2	You can also order both levels of support at once.
Accompagnement cloud avenue API	The objective of this service is to support you in the use of the two APIs offered by Cloud Avenue: The vCloudDirector API and the Cloud Avenue API
Accompagnement vCenter On Demand	The objective of this service is to help you build and configure your vCOD so that it best meets your needs.
Expertise pack (4 hour pack)	If you need access to our experts for a specific situation, we’ll work with you to discuss your needs and determine the size of the package. You can also consult our experts on an ad hoc basis for support throughout your use of your package.
Expertise pack (8 hour pack)	If you need access to our experts for a specific situation, we’ll work with you to discuss your needs and determine the size of the package. You can also consult our experts on an ad hoc basis for support throughout your use of your package.If you need access to our experts for a specific situation, we’ll work with you to discuss your needs and determine the size of the package. You can also consult our experts on an ad hoc basis for support throughout your use of your package.
DRaaS setup	The goal of this service is to help you implement Cloud Avenue’s DRaaS (Disaster Recovery as a Service) solution to ensure the protection and rapid recovery of your data and applications in the event of a disaster. We will assist you in setting up a secure and scalable infrastructure, enabling smooth and efficient business recovery.
DRP setup	The objective of this service is to help you implement a DRP (Disaster Recovery Plan) between our two data centers (Val-de-Reuil and Chartres), in order to guarantee the continuity of your essential services in the event of a major incident. We will help you define and implement backup and restoration procedures to limit interruptions and ensure the resilience of your operations.

Maintenance range

During these maintenance windows, our customers’ VMs continue to operate normally. We are now updating the platform control plane elements, which may make the vCloud Director portal and its APIs temporarily unavailable.

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