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.
| Type of support | STANDARD | BRONZE | SILVER | GOLD |
| Customer service | ||||
| Online documentation en |  |
|
|
|
| Account Questions, Billing | working hours | working hours | working hours | working hours |
| Technical support | ||||
| 24×7 Datacenter monitoring | |
|
|
|
| Ticket via the Cloud Customer Space | Ticket received 24×7 | Ticket received 24×7 | Ticket received 24×7 | Ticket received 24×7 |
| Ticket by phone | |
|
|
|
| Privileged access to experts (email or telephone) |
|
only for three months |
|
|
| Number of hours of expertise included in the package | N/A |
2h / month the first three months |
2h / month | 2h / month |
| SLA for resolution of P1 ticket | Best effort | 8h | 8h | 4h |
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.
Maintenance range
| Plateforme | NUP | NGP |
| 1st Wednesday of the month – 00h00 – 6h00 |
|
 |
| 3 last Wednesdays of the month – 00h00 – 6h00 | |
|
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.