OVHcloud US Statement of Support

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, our world-class support team and our commitment to your satisfaction and success will be why you stay with us as your business grows. 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 with 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 (@ovh_support_us)
• Chat (located in the OVHcloud Manager)
• Support Ticket (located in the OVHcloud Manager)

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

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 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 accounts through various means, and assist with any issues related to two-factor authentication
• vRack Configuration
  • With a simple interface for the 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 or 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 the loss, restoration, or backing up of 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 the 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 the 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 accounts 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 the 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 the 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 to 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.

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 on 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 issues 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. The issue is persistent and affects many users and/or major functionality. No reasonable workaround is 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 features or functionality.

Cosmetic (HPC Severity 4)

• Inquiry regarding a routine technical issue; information requested on service capabilities or bugs affecting a small number of users. A reasonable workaround is 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 a higher severity level assignment, OVHcloud may ask you to provide additional information demonstrating 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 are 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 misassignment 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.