Compare OVHcloud support levels
OVHcloud offers its technical expertise to help you use the solutions your projects are based on.
This comparison table will help you identify the main features of the support levels, from the Standard solution included with your services to the higher levels, recommended for critical activities.
 |
 |
 |
 |
|
|---|---|---|---|---|
Standard |
Premium |
Business |
Enterprise |
|
| Included |
US$56 ex. GST/month |
From US$ 280 ex. GST/month (1) |
From US$ 5850 ex. GST/month (2) |
Customer support
|
Recommended for experiments and tests |
Recommended for non-critical production environments |
Recommended for production environments |
Recommended for critical production environments with business challenges |
|
| Monitoring |
Monitoring and interventions in the event of hardware failures in our datacentres 24/7 |
Monitoring and interventions in the event of hardware failures in our datacentres 24/7 |
Monitoring and interventions in the event of hardware failures in our datacentres 24/7 |
Monitoring and interventions in the event of hardware failures in our datacentres 24/7 |
| Access to customer support for incidents |
Unlimited |
Unlimited |
Unlimited |
Unlimited |
| Technical support |
Monday to Friday From 08:00 to 18:00 (time zone specified in the Special Terms & Conditions) |
Monday to Friday From 08:00 to 18:00 (time zone specified in the Special Terms & Conditions) |
24 hours a day 7 days a week |
24 hours a day 7 days a week |
|
Contact channels |
Ticket, telephone and online chat |
Ticket, telephone and online chat |
Ticket, telephone (specific number) and online chat |
Ticket, telephone (specific number) and online chat |
| Response time(3) |
8 business hours |
2 business hours |
30 minutes |
15 minutes |
| Support location |
International |
International |
International |
International |
| Support |
|
Support for getting started with OVHcloud solutions |
Support for getting started with OVHcloud solutions Custom Support (on catalogue) |
Support for getting started with OVHcloud solutions Support:
|
|
Intervention monitoring tools (Unlimited consultation) |
||||
|
Online resources and help (Unlimited consultation) |
Additional services
Standard Support |
Premium Support |
Business Support |
Enterprise Support |
|
| Support |
- |
- |
- |
Dedicated Technical Account Manager |
| Custom onboarding |
- |
- |
Appointed contact |
Technical Account Manager Solution Architects |
|
Monitoring Committee |
- |
- |
Annual review(4) |
Custom monthly review with KPI tracking Improvement plan(4) |
| Other services | - | - |
-
|
Discussions on the OVHcloud roadmap Workshops dedicated to technical solutions(4) |
| Delivery | - | - |
-
|
Order tracking and scheduling |
| Private racks | - | - |
-
|
On request (4) |
| Security audit | - | - |
-
|
4 hours per year for a security/certification audit(4) |
| Solutions Architects and Technical Engineers |
Learn more about Professional Services |
|||
(1) Public price 10% of billing for services (minimum US$ 280 ex. GST/month of support).
(2) Public price 30% of the billing for services (minimum US$ 5850 ex. GST/month of support).
(3) When a critical incident occurs.
(4) Depending on the services and subject to availability.
Are you ready?
Subscribe to an OVHcloud Standard, Premium, Business or Enterprise support plan.
