Thank you for choosing OVH US LLC dba OVHcloud ("OVHcloud") for your server needs. Your decision to partner with OVHcloud for your business solutions may initially be based on our award-winning infrastructure or our innovative approach to green technology that reduces energy consumption and costs of powering servers, and...

We can’t thank you enough for making that choice!

However, it's our world-class support team combined with our commitment to your satisfaction and success that will be the reason you stay with us as your business continues to grow. We cherish our partnership with you and take great pride in the passion, professionalism, and dedication our team shares with you when you need support.

We understand that our customers are highly sophisticated consumers so we have written this Statement of Support to give a brief overview of our services and to provide you full disclosure of products and services that we do not provide support for. At the end of the day OVHcloud believes that its customers are the experts who are the driving force behind our company’s growth. This Statement of Support is not a legally binding agreement and it may change at any time at the sole discretion of OVHcloud as the company evolves based on customer needs without notice to you. Some of the products and services listed below may not be available in all markets. Feel free to contact us if you have any questions or need support as we are here to provide support to you, our awesome customers.

Self Help Support:
Free, individual and/or community-based access to the following features:

  • Community Support through forums and social media platforms moderated by OVHcloud
  • Service health checks built right into OVHcloud Manager
  • Additional Documentation

Contact Support:>
Need help? Reach out to our OVHcloud Customer Advocates daily via:

Twitter

Chat

Email

Twitter

Chat

Email

10:00 am – 6:30 pm (EST)

< 15 mins

< 10 mins

< 16 business hours

Customer Support:
OVHcloud will guarantee every aspect of its infrastructure including the hardware, maintenance, and network.

Feature

Supported

Not Supported

Feature

Supported

Not Supported

Hardware

Network

Purchase Assistance

Communications through Social Media Platforms

Server Upgrades

Network Diagnostics

Hardware Diagnostics

Maintenance Interventions

Operational or Systemic Problems

Software Maintenance

Software Debugging

Software Troubleshooting

Custom Distributions (ISOs or Operating System problems)

Coding and Software Development

System Administrator Tasks

Database Management

Third-Party Application Support

Custom API

DNS & rDNS

SSH configuration

User Data Management (Backups)

Product Support


 

Dedicated Bare Metal and Storage Servers

Supported:

  • Installation
    • Select from multiple operating systems and licenses that can be automatically installed directly from the OVHcloud Manager
  • Infrastructure
    • Your servers will benefit from our 24/7 hardware maintenance that includes automatic replacement of any defective components at no additional cost
  • Upgrades
    • Server Models
    • Additional services and features
  • OVHcloud Manager
    • A GUI web panel to manage different aspects to of your server
    • Support all aspects
  • IP Address Management
    • IP Aliasing
    • IP Bridging
    • Failover IPs
    • IP Block Provision
  • Account access/credentials
    • Assistance with users logging into their account through various means, and assist with any issues related to two-factor authentication
  • vRack Configuration
    • With a simple interface for configuration we are happy to show you the ease of setting up and configuring your vVRack
  • KVM
    • We provide a support guide for this module connected to the internet that enables you to directly access your server's screen, keyboard and mouse via a secure connection
  • IPMI
    • Enables login to your server from a "serial over LAN" or a "remote KVM session"
  • Rescue Mode
    • Assist users in accessing their server using SSH to perform hardware checks
  • Monitoring & maintaining network uptime

    OVHcloud monitors and maintains every aspect of the network between server and host

    • Network Monitoring
    • Bandwidth
    • Equipment
    • Latency
  • Billing
    • Setup
    • Billing Analysis
    • Auto-Renew

Unsupported:

  • Custom Distributions
    • You are welcome to install custom templates not supplied by OVHcloud, however we do not guarantee the stability nor security of your server
  • Custom installations
    • Software within the server itself will not be supported
  • End User
    • Only the authorized personnel associated with the account will be able to receive support related to the account
  • Data Backup
    • OVHcloud is not responsible for loss, restoration, or backing up your data
  • VM-Related Issues
    • You are responsible for all the configuration of all virtual machines you create
  • Updates/patches of OS, kernel, or any other software
    • OVHcloud does not support software
  • Migrations
    • OVHcloud does not provide support for data migrations
  • DNS/rDNS
    • You are responsible for configuration of the DNS and rDNS
  • SSL Installation and administration
    • You are responsible for the installation and administration of SSLs
  • Scripts and applications

Public Cloud Services

Supported:

  • Installation and Configuration of Cloud Server
    • OVHcloud provides a guide for initial configuration of Public Cloud including:
    • Configuration of SSH key
    • Creating a Public Cloud instance
    • Attaching volume to an instance
  • Infrastructure
    • Your servers will benefit from our 24/7 hardware maintenance that includes automatic replacement of any defective components at no additional cost
  • Upgrades
    • Server Models
    • Additional services and features
  • OVHCloud Manager
    • OVHcloud supports all aspects of our GUI web panel to manage different aspects of your server
  • IP Address Management
    • IP Aliasing
    • IP Bridging
    • Failover IPs
    • IP Blocks
    • IP Provision
  • Account access/credentials
    • Assistance with users logging into their account through various means, and assist with any issues related to two-factor authentication
  • VNC Console
    • We provide a support guide for this module connected to the internet that enables you to directly access your server's screen, keyboard and mouse via a secure connection
  • IPMI
    • Enables login to your server from a "serial over LAN" or a "remote KVM session"
  • Rescue Mode
    • Assist users in accessing their server using SSH to perform hardware checks
  • vRack
    • With a simple interface for configuration we are happy to show you the ease of setting up and configuring your vRack
  • Monitoring & maintaining network uptime
    • OVHcloud monitors and maintains every aspect of the network between server and host:
    • Network Monitoring
    • Bandwidth
    • Equipment
    • Latency
    • SLA
  • Billing
    • Setup
    • Billing Analysis
    • Auto-Renew
  • Licenses
    • Renewing vCenter and vSphere
  • Network
    • Up to 3 gbps of bandwidth

Unsupported:

  • Updates/patches of the OS, Kernel, or any other software
    • OVHcloud does not support software
  • Manual Installations
    • Select from multiple operating systems and licenses that can be automatically installed directly from the Manager
  • Custom Installations
    • Software within the server itself will not be supported
  • Data Backups
    • OVHcloud is not responsible for loss, restoration, or backing up of your data
  • Migrations
    • OVHcloud does not provide support for data migrations
  • SSL Installation and administration
    • You are responsible for the installation and administration of SSLs
  • Scripts and applications

Hosted Private Cloud (HPC)

Support Teams

Technical Support Team:
Experienced Cloud Support Engineers are here to provide a fast response to your technical questions. This is the same team that supports both private and hybrid clouds as well as Disaster Recovery, Data Protection, and Hybridity services.

Support Requests

OVHcloud is committed to providing rapid response on all Support Requests. All Severities can be logged with OVHcloud 24 hours per day, 7 days per week, 365 days per year via the web. All Support Requests can be tracked online by the user who logged the Support Request. There is no limit to how many Support Requests you can submit.

Live Answer
You can talk live to a Cloud Support Engineer 24 hours a day, 7 days a week, and 365 days per year if the Support Request is a Severity 1. You can also talk live to a Cloud Support Engineer during local business hours for Severity 2 issues. The severity levels are defined below.

Support Policies

Your use of this offering is subject to the following policies.

Length of Support
Support is included with the purchase of HPC and is the same duration as the subscription term.

Response Times
Response times depend on the severity of the issue.

Severity Level

Target Response Time

Critical (HPC Severity 1)

30 minutes or less

Major (HPC Severity 2)

4 business hours or less

Minor (HPC Severity 3)

8 business hours or less

Cosmetic (HPC Severity 4)

12 business hours or less

OVHcloud will use commercially reasonable efforts to respond promptly to each Support Request within the published response times. OVHcloud does not guarantee resolution time as that may vary depending upon the nature of the problem. A resolution may consist of a fix, workaround or any other solution OVHcloud deems reasonable.

OVHcloud will use commercially reasonable efforts to meet the response time objectives stated in the table above. OVHcloud will provide continuous efforts (24x7x365) to resolve Severity 1 HPC service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.

The severity levels are defined below.

Security Level Definitions

Critical (HPC Severity 1)

  • Critical production issue affecting all users, including service unavailability and data integrity issues with no workaround available.
  • Service crashes or hangs indefinitely causing unacceptable or indefinite delays for resources or response.
  • Severity 1 issues identified by the customer not related to a service interruption / outage require the customer to have dedicated resources available to work on the issue on an ongoing basis or the severity level will drop to Severity 2.

Major (HPC Severity 2)

  • Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.
  • Important features of the service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Minor (HPC Severity 3)

  • Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
  • Problem with non-critical feature or functionality.

Cosmetic (HPC Severity 4)

  • Inquiry regarding a routine technical issue; information requested on service capabilities or bug affecting a small number of users. Reasonable workaround available.
  • Enhancement requests, missing or erroneous documentation.

Support Request Severity Lifecycle

Support Requests are assigned a severity level based on the nature of your request. We highly recommend you familiarize yourself with the severity definitions and response times defined above.

Downgrade of Severity Level
If, during the Support Request process, the issue no longer warrants the severity level currently assigned based on its current impact on the production operation of the HPC service, the severity level will be downgraded to the severity level that most appropriately reflects its current impact.

Upgrade of Severity Levels
If, during the Support Request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the HPC service, the severity level will be upgraded to the severity level that most appropriately reflects its current impact. If you request the assignment of a higher severity level, OVHcloud may ask you to provide additional information that demonstrates the need to upgrade the severity level assigned.

Adherence to Severity Level Definitions
You shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the HPC service. You acknowledge that OVHcloud is not responsible for any failure to meet performance standards caused by your misuse or mis-assignment of severity level designations.

How to Escalate a Support Request

Your OVHcloud support team always works to ensure that the appropriate resources and level of focus are applied to your Support Request to ensure a timely resolution. If you are not satisfied with the progress of your Support Request, you can request that your Support Request be escalated which will result in increased OVHcloud management attention, procedure reinforcement, and resource prioritization. Learn more about escalating Support Requests below.


When do I escalate a Support Request?

The escalation process is especially appropriate in the following situations:

  • Your production system goes down during an upgrade or other implementation
  • You need to communicate a critical business impact to OVHcloud Support Management
  • You are dissatisfied with the responsiveness to or resolution of a Support Request

Note: The severity level of a Support Request can be increased without an escalation if the business impact of a Support Request has changed or was not correctly recorded initially.

What steps do I take to escalate a Support Request?

First, please review the details of your Support Request and verify the following facts:

  • Is the problem statement accurate?
  • Does the Support Request accurately describe the business impact?
  • If there is a workaround, is it impractical or inappropriate?
  • Is there a critical milestone date identified in the Support Request?

Once you have completed this review, please contact the assigned technician for your Support Request and request that your Support Request be escalated.

What happens once I request an escalation?

Once an escalation request has been made, the appropriate Technical Support Manager will evaluate the situation and determine the appropriate resources to assign and/or process correction to implement. A Cloud Services Engineer specializing in the type of situation being experienced will be assigned as the primary point of contact for the issue and will coordinate with all parties involved to ensure an expedited resolution. The Cloud Service Engineer will set up a conference call with the appropriate parties to begin outlining the action plan and troubleshooting the situation.

How often can I expect updates on an escalation?

When the escalation is initiated, the assigned Cloud Services Engineer will work with you to determine a communication plan that fits your needs, including communication mode (email, phone call, conference call), frequency, and required attendees for all updates. If required, managers will attend any scheduled conference calls to ensure satisfaction with the current progress.

Can OVHcloud engage other vendors if required?

OVHcloud engineers have the ability to engage other vendors under existing support contracts.

What can I do if I don’t feel progress is being made with an escalation?

If you are concerned that sufficient progress is being made during the escalation process, please inform your assigned Cloud Services Engineer immediately. The Cloud Service Engineer will immediately inform his/her management team and will conduct a conference call with the required parties. If necessary, additional resources will be applied to the situation to determine what is required to resolve the situation.

How do I de-escalate a Support Request?

Once the Support Request is back on track and making acceptable progress toward resolution, it can be de-escalated. Before the Support Request is de-escalated, the assigned engineer will complete the following tasks:

  • Confirm that the action plan is acceptable
  • Ensure that the troubleshooting or root cause analysis process is on track
  • Document that all parties agree that the Service Request can be de-escalated