OVHcloud Business support
Business support is the next tier up from Standard support. We built Business support for businesses that have their own SLAs to meet or run production workloads on our infrastructure.
Production workloads demand faster support
We implement a range of measures to ensure that your Business support incidents are addressed faster than Standard support levels.
Technical support is here to provide responses within 30 minutes for your critical incidents (P1), no matter what time of the day.
Dedicated phone support
With Standard support plans, we provide live chat during US business hours M-F. Since Business support is recommended for production workloads and businesses with their own SLAs, we upgraded the live channel to provide a dedicated telephone line, staffed with support engineers 24/7.
Onboarding
When getting started with Business support, we set up an onboarding meeting between our team and yours in order to go over how the support plan works and set everyone's expectations early.
Sign up for Business support
Business support services are 10% of your monthly infrastructure services bill (OR a minimum of $250/month plus taxes, whichever is greater.)
Priority system
To deliver continuous support, our priority system gives us the required information on the nature of your tickets. This allows us to act according to the urgency and impact.
Service level objectives (SLO)
OVHcloud aims to provide an initial incident response within the following timeframes:
Indicator |
Priority |
Description |
Objective** |
|---|---|---|---|
| First Reply Time Objectives* | Priority (P1) |
An incident affecting the availability of all or most services — critical impact for customers |
30 minutes |
| Priority (P2) | An incident affecting part of the OVHcloud services — or significant impact for customers. | 4 hours | |
| Priority (P3) | An incident resulting in degraded OVHcloud services — moderate impact for customers | 8 hours | |
| Priority (P4) | Support or advice request — minimal impact for the customer | 48 hours |
*OVHcloud response time shall commence once an Incident Ticket is created and shall end on OVHcloud's first corresponding public comment to you, not the point at which the incident is resolved.
**There is no guarantee that we can meet the timelines specified in the table above as objectives.
When an incident ticket is opened, the priority is selected by the customer, then confirmed by OVHcloud when it is processed; however, OVHcloud does not guarantee that these timelines will be met.
Choose your support level
Find out which solution best suits your needs, and choose the right level of support for your business.