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interworks.cloud
Partner Support Plans

The relentless pursuit of perfection.

Leverage now highly flexible support plans tailored to your needs. Let us do the hard work, so you can focus on your business.

With the interworks.cloud 24x7x365 support
services it’s easier than ever

The benefit

#1 Fast Response Time

#1 Fast Response Time

Fast-response (< 30 min) problem resolution support for Cloud Servers, Cloud Data Centers, Acronis, Exchange and any other catalogue product. Invest more time in your business and your end customers

#2 Expert Support

#2 Expert Support

Access Support from Tier-2 Support Engineers and get peace of mind while you are getting the maximum attention

#3 Expand your services portfolio

#3 Expand your services portfolio

Offer high-quality support services to your customers and increase your sales.

#4 Expand your selling opportunities

#4 Expand your selling opportunities

Our experts analyze each issue, identify areas in the customer’s environment that need attention and relay that information to you in order to capture cross sell / upsell opportunities.

#5 Get real-time feedback on incident resolution

#5 Get real-time feedback on incident resolution

Stay calm by getting real-time feedback on incident resolution. Be reassured that progress is being made on time.


The Plans

  STANDARD SUPPORT
Free 
TECHNICAL SUPPORT For issues that prevent customers from accessing their services ONLY
Range of support ​Cloud Catalog
Critical**
Customer’s business has significant loss or degradation of services and requires immediate attention.
Available:
Business hours***
Best Effort
Major**
Customer’s business has moderate loss ordegradation of services but work can reasonablycontinue in an impaired manner.
Available:
Business hours***
< 1 business day
Minor**
Customer’s business is functioning with minorimpediments of services.
Available:
Business hours***
< 2 business days
Free Technical Services Hours Included (Per Year) 0
Support hours if issue is NOT customers fault or is caused by a bug Unlimited
Support Usage Reporting (through Support Portal)
(historic overview)
Ticket escalation to vendor, if needed
Ticket status notifications via email or SMS Email only
Access to ticket SLA performance counter
Means of communication:
• Support Portal, Email, Live Chat.
• For incidents, Support Portal ONLY
Ability to purchase additional hour packages (Technical Services)
Ability to use the available Technical Services hours for Bluebook services
  PARTNER ADVANCED
SUPPORT

€60/month*
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TECHNICAL SUPPORT For issues that prevent customers from accessing their services AND any other issue that requires professional attention
Range of support ​Cloud Catalog
Critical**
Customer’s business has significant loss or degradation of services and requires immediate attention.
Available:
Extended business hours****
< 30 minutes
Major**
Customer’s business has moderate loss ordegradation of services but work can reasonablycontinue in an impaired manner.
Available:
Extended business hours****
< 1 hour
Minor**
Customer’s business is functioning with minorimpediments of services.
Available:
Extended business hours****
< 4 hours
Free Technical Services Hours Included (Per Year) 12*****
Support hours if issue is NOT customers fault or is caused by a bug Unlimited
Support Usage Reporting (through Support Portal)
(hour utilization status)
Ticket escalation to vendor, if needed
Ticket status notifications via email or SMS Email only
Access to ticket SLA performance counter
Means of communication:
• Support Portal, Email, Live Chat.
• For incidents, Support Portal ONLY
Ability to purchase additional hour packages (Technical Services)
Ability to use the available Technical Services hours for Bluebook services
  PARTNER PREMIUM
SUPPORT

€120/month*
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TECHNICAL SUPPORT For issues that prevent customers from accessing their services AND any other issue that requires professional attention
Range of support ​Cloud Catalog
Critical**
Customer’s business has significant loss or degradation of services and requires immediate attention.
Available:
24/7
< 30 minutes
Major**
Customer’s business has moderate loss ordegradation of services but work can reasonablycontinue in an impaired manner.
Available:
24/7
< 1 hour
Minor**
Customer’s business is functioning with minorimpediments of services.
Available:
24/7
< 4 hours
Free Technical Services Hours Included (Per Year) 18*****
Support hours if issue is NOT customers fault or is caused by a bug Unlimited
Support Usage Reporting (through Support Portal)
(hour utilization status)
Ticket escalation to vendor, if needed
Ticket status notifications via email or SMS
Access to ticket SLA performance counter
Means of communication:
• Support Portal, Email, Live Chat.
• For incidents, Support Portal ONLY
Ability to purchase additional hour packages (Technical Services)
Ability to use the available Technical Services hours for Bluebook services

Terms

*Annual commitment with monthly payments. On early cancellation, partner is obligated to pay for the months remaining until the subscription anniversary.

 

*In case an SLA is not met, the time is not subtracted from the yearly Free Technical Services Hours allotment. Also, SLAs are valid only if the support ticket is opened via interworks.cloud’s Support Portal. Otherwise, the support ticket is treated as a standard support request.

 

**Business hours: 8X5 (09:00-17:00 GMT+2)

***Extended business hours: 14X5 (Monday – Friday, 08:00-22:00 GMT+

 

****If the annual Free Technical Service Hours included with the Partner Advanced or Partner Premium Support plans are consumed, no new Advanced or Premium Support ticket will be allowed (interworks.cloud will continue receiving support tickets through the Advanced and Premium Support ticket mechanism, meaning through the Support Portal , but they will be handled as standard support tickets). In order to continue being able to open Advanced or Premium Support tickets, the Technical Services Hours balance must be positive, otherwise it must be replenished by purchasing a Technical Services package.



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support-plan 24-7-365
24X7X365
10 agents
10 agents
5000+ responses/month
5000+ responses/month

Email Support is one of the most frequently utilized and is considered a mission-critical service offering for us. At interworks.cloud, our average response time for Email Support is 1-4 minutes and we resolve more than 1000 tickets per month!

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Email Support

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Chat Support

At interworks.cloud we enable Chat Support to respond to problems critical for your business and manage multiple, concurrent conversations. On average, interworks.cloud handles over 8 Chats Support messages an hour!

TALK TO CHAT

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Meet our new Chat
Support Experience!

We strongly recommend you to contact us through Live Chat should you
require support immediately!

 

 


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