Support tiers¶
Three tiers, picked at account creation and changeable on the next billing cycle. All tiers have the same severity definitions, channels, and underlying engineering bench — they differ on response targets and scope of proactive engagement.
Tiers¶
| Tier | Eligibility | Channels | First-response (P1) | Included |
|---|---|---|---|---|
| Standard | All accounts | Portal, email | 4 hours, 24/7 | Free |
| Business | SME and above | Portal, email, phone (BWH) | 1 hour, 24/7 | 5% of cloud spend (min BDT 25,000/mo) |
| Enterprise | Enterprise / Regulated FI | Portal, email, phone 24/7, named TAM | 15 minutes, 24/7 | Quote-based |
Severity definitions¶
| Severity | Definition | Examples |
|---|---|---|
| P1 | Production down — material business impact | Region unreachable, control plane unresponsive, all VMs in project unavailable |
| P2 | Production impaired — degraded but workable | Slow LB, partial DB replica failure, intermittent IO |
| P3 | Non-prod issue or "how do I…" | Pre-prod environment, configuration question |
| P4 | Feature request, doc bug, low-priority Q&A | "Can the LB do X?", "Doc seems wrong" |
Response targets¶
| Severity | Standard | Business | Enterprise |
|---|---|---|---|
| P1 | 4 hr | 1 hr | 15 min |
| P2 | 8 hr | 4 hr | 1 hr |
| P3 | 1 BWD | 8 BWH | 4 BWH |
| P4 | 3 BWD | 1 BWD | 1 BWD |
BWH = business-working-hour, BWD = business-working-day. P1/P2 targets are 24/7 across all tiers; P3/P4 follow business hours of the answering tier.
What Enterprise adds¶
- Named Technical Account Manager (TAM) — single point of contact, monthly architecture review
- Engineering escalation path — direct bridge to platform engineering on P1
- Architecture reviews — annual deep-dive with TAM + customer-facing solutions arch
- Pre-launch readiness reviews — for major workload go-lives
- Quarterly sovereignty attestation refresh
- Right-to-audit scheduled per MSA
How to file a ticket¶
- Sign in to the support portal (link in your welcome email)
- New ticket → pick affected service + severity
- Include: project ID, region, resource IDs, exact error message, time of first observation (with timezone), steps already tried
- P1: also call the hotline (Business / Enterprise) — voice triggers an auto-page
Better tickets get faster fixes
A P1 with project ID, resource IDs, and a precise timestamp gets actioned in minutes. A P1 with "everything is down" and no IDs gets a follow-up question first — burning your response-target clock.
Status & incident comms¶
- status.clouddigit.ai — service health, incident history, scheduled-maintenance calendar
- Subscribe — email, RSS, or webhook per service / region
- RCAs — published within 5 business days for any P1; full template (impact, timeline, root cause, corrective actions, prevention)