Support levels
Expert support for your SecNumCloud-qualified cloud infrastructure. Sovereign support, French teams and guaranteed responsiveness 24/7.
Our 3 levels of support
Cloud Temple offers you three levels of support designed to accompany your digital transformation, according to your needs, with guaranteed response times tailored to your challenges. Our teams will provide you with local, sovereign support on SecNumCloud-qualified and HDS-certified infrastructure.
| STANDARD | PREMIUM | COMPANY | |
|---|---|---|---|
| Monthly rates | 5% of service billing | 7% of service billing | 10% of service billing |
| Minimum monthly billing (5) | 500/month | 1000/month | 2500€/month |
| Customer relationship management | ✅ included | ✅ Including privileged contact person | ✅ Including privileged contact person |
| Onboarding workshop (9) | Included | Included | Included |
| Access to a TAM (4) | ❌ Not included | Included | ? Assigned TAM |
| Annual face-to-face review | On request (PS) | On request (PS) | On request (PS) |
| Monitoring Committee | On request (PS) | On request (PS) | 11 sessions/year (6) |
| Professional Services (PS) | ❌ Not included | ❌ Not included | 4h/month (in HO) |
| Surveillance and monitoring | 24/7 monitoring & intervention | 24/7 monitoring & intervention | 24/7 monitoring & intervention |
| Resource management (3) | Console (GUI) API Terraform |
Console (GUI) API Terraform |
Console (GUI) API Terraform |
| Support location | France (FR/EN) | France (FR/EN) | France (FR/EN) |
| Engineer availability for Cloud incidents (8) | 24/7 | 24/7 | 24/7 |
| Engineer available for support requests | Monday-Friday 9am-6pm | Monday-Friday 8am-6pm | Monday-Friday 8am-6pm |
| GTI response time (2) | 2 h | 30 minutes | 15 min |
| Cloud Incident Comm. Channel [24/7] | Ticket + tel. on-call in HNO | Ticket + tel. on-call in HNO | Ticket + telephone |
| Support hours included/month (7) | 1h | 4h | 8h |
| Support requests comm. channel [HO] | Tickets | Tickets | Tickets |
| Tools for monitoring operations | Status of interventions Service status Network monitoring |
Status of interventions Service status Network monitoring |
Status of interventions Service status Network monitoring |
| Resources and online help | [Docs Cloud Temple](https://docs.cloud-temple.com) [GitHub](https://github.com/Cloud-Temple) |
[Docs Cloud Temple](https://docs.cloud-temple.com) [GitHub](https://github.com/Cloud-Temple) |
[Docs Cloud Temple](https://docs.cloud-temple.com) [GitHub](https://github.com/Cloud-Temple) |
| Qualified Infrastructure | SecNumCloud & HDS | SecNumCloud & HDS | SecNumCloud & HDS |
Legend
(1) A PS will be invoiced. All requests outside the catalogue, i.e. technical support and one-off tasks related to Cloud perimeters.
(2) Délais de réponse maximum sur incident critique (P1) puis selon la priorité définie (P2 à P5). Temps mesuré entre la création du ticket et sa prise en charge. (Détails ici : https://docs.cloud-temple.com/contractual/iaas/sla_iaas#engagement-de-disponibilit%C3%A9-du-support)
(3) The console has been developed according to the “API First” principle.
(4) Operational support (onboarding new customers), advanced advice, technical governance.
(5) minimum billing is initiated when resources are provisioned.
(6) Limited to 1 hour per session
(7) This includes all requests for assistance in carrying out day-to-day operations related to Cloud perimeters, most of which can be operated from the console but not exclusively, as well as technical advice on the use of products and services.
(8) Incidents with an impact on production for which Cloud Temple is responsible (see RACI: https://docs.cloud-temple.com/contractual/iaas/raci)
(9) 1-hour console presentation workshop, on request, for a quick introduction to the products.
Our experts are here to help you choose the plan best suited to your needs and your infrastructure.
Why choose Cloud Temple?
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Support 100% sovereign
All our support teams are based in France and operate from France. Your data and your exchanges remain within a framework of European trust, with no extraterritoriality of law. Support available in French and English.
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SecNumCloud expertise
Our engineers are specialists in SecNumCloud-qualified and HDS-certified infrastructures. They are fully conversant with the security, compliance and sovereignty issues specific to sensitive and critical environments.
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Guaranteed responsiveness under contract
Contractual guaranteed response times (GTI) of 15 minutes to 2 hours, depending on your level of support. 24/7 availability for all cloud incidents, with on-call support during non-working hours.
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Tailor-made support
From a simple helpdesk to a dedicated Technical Account Manager, via strategic monitoring committees: we tailor our level of commitment to your needs and the criticality of your business.