We have drafted the “Terms of Support” document with the objective of providing a summary overview of the Support and Maintenance services offered by CloudFire and to illustrate the various Support activities available.
Please note that this document does not constitute a legally binding agreement and may be modified at any time, at the sole discretion of CloudFire, depending on the evolution of the company and the needs of the customers, without any obligation to provide notice.
If you have any questions or need support, do not hesitate to contact us: our commitment is to make a difference.
Assistance
You can contact CloudFire Support by opening Ticket.
At any time it is possible to subscribe to a new level of Assistance and then a consequent adjustment of the levels of availability and operation, which will be effective from the 1st day of the month following the subscription of the new level of Assistance.
If you do not subscribe to a specific level of Assistance, the 'Business' level will be considered applied to all requests classified as' Support ', all other categories will be provided in 'Best Effort' mode.
Tickets in the “Customer Waiting” status will be automatically closed after 3 business days.
*Telephone support follows the “BUSINESS” schedule for each level of assistance requested.
Just by way of example:
- in the case of the BUSINESS Support level, a request for assistance received at 18:00 on Monday may be processed by 09.30 on Tuesday;
- in the case of the BUSINESS Support level, a request for assistance received at 17.00 on Monday may see the start of the intervention by 10.30 on Tuesday.
Maintenance procedures
CloudFire will guarantee every aspect of its Infrastructure, including Hardware, Maintenance and Network.
Support for CloudFire services
Free, individual and based on our Knowledge Base.
CloudFire provides a complete Knowledge Base, prepared directly by our team based on our experience, user reports and the most common problems encountered. This tool allows Users to access guides, articles and resources useful for solving the most common problems on their own.
Thanks to this approach, self-support is an effective option for finding quick answers without having to contact Technical Support directly.
Activities for Openstack as a Service service
Included in the holder:
- Instance Installation and Configuration Guide
- CloudFire provides guidance for the initial configuration of the Openstack as a Service service, including:
- Configuring the SSH key;
- Create an instance;
- Attach a volume to an instance.
- CloudFire provides guidance for the initial configuration of the Openstack as a Service service, including:
- Infrastructure
- Your servers will benefit from our hardware maintenance 24 hours a day, 7 days a week, which includes the automatic replacement of any faulty components at no additional cost;
- New Features
- Flavor and hardware resources;
- Openstack services and components;
- Openstack Horizon
- CloudFire supports all aspects of our web GUI panel to manage different aspects of your server;
- CloudFire supports APIs in a secure and up-to-date manner compared to all releases;
- IP Address Management
- IP Aliasing;
- IP Bridging;
- IP failover;
- IP Blocks;
- IP Provision
- Account login/credentials
- Assistance connecting users who access their tools by various means and assistance for any problems related to two-factor authentication
- VNC Console
- A support guide is provided for this internet-connected module that allows you to directly access the server's screen, keyboard, and mouse over a secure connection
- Monitoring and maintaining network uptime:
- CloudFire monitors and maintains every aspect of the network between server and host;
- Network monitoring;
- Bandwidth;
- Latency;
- SLA
- Invoicing
- Billing analysis;
- Automatic renewal
- Network
- Up to 1 Gbps of bandwidth
Not included in the holder:
- Updates/patches of the operating system, kernel or any other software
- CloudFire does not support GuestOS software
- Custom Installations
- The software within the server itself will not be supported
- Data Backups
- CloudFire is not responsible for the loss, restoration, or backup of data
- Migrations
- CloudFire does not provide support for data migration
- SSL Installation and Administration
- The user is responsible for installing and administering SSL certificates
- Custom scripts and applications
