MSP Technical Support Offerings

MSP Technical Support Offerings2019-09-10T10:34:35-05:00
BenefitsStandardCare Package (Free)PremiumCare Package (For Fee1)
Support Desk BusinessP1: 24/7
P2-P4: 16/5, 4am to 8pm CST
P1: 24/7
P2-P4: 24/5
Ticket Intake Channel(s)Email, Web FormEmail, Web Form, Live Agent (2020) and Chat (Q4 Beta)
Scope of Support
G Suite Core Services
Chrome Enterprise
Maps
ISV (varies by product)
GCP:
IAM & Billing Setup
Security
Compute Engine (GCE)
Logging & Monitoring
Basic Networking
Basic Storage
StandardCare
+ Plus
P1 Service Outage Communication
Custom Technical Scope
Meaningful Response
SLO on Best Effort Basis;
Update Cadence
P1: 1 hour
P2: 4 hours
P3: 1 business day
P4: 2 business days
P1*: 15 minutes; updates every 2 hrs
P2*: 2 hours, updates daily
P3: 4 hours, updates weekly
P4: 1 business day; updates weekly
*Takes priority over StandardCare tickets

1PremiumCare Package priced by CloudCare team. Price driven by license count, Google services, and custom scope.