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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.

BENEFITS

01
Fast Response Time
02
Expert Support
03
Expand your services portfolio
04
Expand your selling opportunities
05
Get real-time feedback on incident resolution

our plans

STANDARD SUPPORT FREEPARTNER ADVANCED SUPPORTPARTNER PREMIUM SUPPORT
Technical SupportFor issues that prevent customers from accessing their services ONLYFor issues that prevent customers from accessing their services AND any other issue that requires professional attentionFor issues that prevent customers from accessing their services AND any other issue that requires professional attention
Range of support​Cloud Catalog​Cloud Catalog​Cloud Catalog
Critical**
Customer’s business has significant loss or degradation of services and requires immediate attention.
Available:
Business hours***
Best Effort
Available:
Extended business hours****
< 30 minutes
Available:
24/7
< 30 minutes
Major**
Customer’s business has moderate loss ordegradation of services but work can reasonablycontinue in an impaired manner.
Available:
Business hours***
< 1 business day
Available:
Extended business hours****
< 1 hour
Available:
24/7
< 1 hour
Minor**
Customer’s business is functioning with minorimpediments of services.
Available:
Business hours***
< 2 business days
Available:
Extended business hours****
< 4 hours
Available:
24/7
< 4 hours
Free Technical Services Hours Included (Per Year)012*****18*****
Support hours if issue is NOT customers fault or is caused by a bugUnlimitedUnlimitedUnlimited
Support Usage Reporting (through Support Portal)
(historic overview)

(hour utilization status)

(hour utilization status)
Ticket escalation to vendor, if needed
Ticket status notifications via email or SMSEmail onlyEmail 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

*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.

We are here to help

24x7x365
10 agents
5000+ responses/month

1

EMAIL SUPPORT

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 one up to four minutes and we resolve more than 1000 tickets per month!

 

2

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!

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Contact with one of our cloud experts

"*" indicates required fields

Name*
Last name*
Services you offer**
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

check Over 85% of our partners started with a demo!

 

check We support and guide IT professionals like you to grow their business in the most efficient way.

 

check Take advantage of consultation according to your and your clients’ needs now!