OVHcloud Enterprise support
Enterprise support provides you with strategic account expertise, recommended for critical production environments with business challenges.
Front-of-the-line support
24/7 access to Enterprise support engineers and priority support for your incidents and requests over all other support levels.
Should your critical production environments experience a business-impacting incident (P1), Enterprise support is set up to move your incident to the front of the line over our Standard and Business support levels, giving your teams the assurance that your critical production environments are just as important to us.
Coordinated priority
While the Technical Account Manager (TAM) does not replace our support engineer team for incident management, they do provide additional value with crisis management. Upon alert of this crisis incident (P0), the Technical Account Manager will trigger the setup of a crisis unit and coordinate the actions between our teams and yours, so that we can work together with real-time coordination to ensure your service availability is a priority.
Enhanced maintenance communications
As an infrastructure provider, by default we inform our impacted customers about maintenance events pertaining to their accounts. However, with Enterprise support and the assistance of your TAM, you will be able to designate who on your team(s) should be the maintenance contact, how you wish to get the expanded details around these maintenance events, and in some cases, we may be able to offer Enterprise support customers with rescheduling capabilities and project planning around larger business footprints. This helps to ensure we are on the same page with our customers when it comes to business-impacting events and mitigating risks to both parties.
Strategic Account Manager
Every Enterprise support customer is paired with a Strategic Account Manager (SAM) who drives measurable value beyond day-to-day support. Through regular account planning and executive business reviews, they align your infrastructure strategy with your growth plans, surface cost and performance optimizations, and act as your advocate inside OVHcloud to remove friction and accelerate outcomes.
Technical Account Manager
Your TAM is a named expert dedicated to your OVHcloud solutions — ideal for teams running critical production infrastructure who need proactive ownership, not just support.
Your TAM takes care of:
- Onboarding & continuous monitoring — your appointed technical contact, available on an ongoing basis
- Monthly activity report & review — availability rates, support follow-up, upcoming maintenance events and upgrade recommendations
- Project planning & tracking — deployments and migrations kept on course
- P1 incident management — root cause evaluations with corrective actions, so issues don't repeat
- Delivery & capacity planning — infrastructure that scales ahead of demand
- Roadmap & growth alignment — upcoming offerings reviewed against your business objectives, with technical evaluations and recommendations
- Specialist access — architects, security experts and more mobilized on quotation when you need them
Choose your support level
Find out which solution best suits your needs, and choose the right level of support for your business.