Support and Coaching
This page exists also in French.
Overview
By default, each customer benefits from Standard support, at no additional cost. Additional support options are available: Bronze, Silver, and Gold.
Whatever the level of support, in the event of a major incident for the Customer, a ticket must be opened, otherwise no SLA may be required.
Standard support
| Standard support working principle
Tickets are opened via the trouble ticket opening tool, from the Cloud Customer Area.
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Support with option
| Principle of operation of the support with option
Tickets are opened via the trouble ticket opening tool, from the Cloud Customer Area. This is where support contact information is provided, as well as access to the trouble ticket management portal.
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The different support options
The following table describes the support offer attached to the Cloud Avenue offer.
| Type of support | STANDARD | BRONZE | SILVER | GOLD |
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| Customer service | ||||
| Online documentation en | 
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| Account Questions, Billing | working hours | working hours | working hours | working hours |
| Technical support | ||||
| 24x7 Datacenter monitoring |
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| Ticket via the Cloud Customer Space | Ticket received 24x7 | Ticket received 24x7 | Ticket received 24x7 | Ticket received 24x7 |
| Ticket by phone |
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| Privileged access to experts (email or telephone) | 
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only for three months |
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| Number of hours of expertise included in the package | N/A | 2h / month
the first three months |
2h / month | 4h / month |
| SLA for resolution of P1 ticket | Best effort | 8h | 8h | 4h |
Beta Features do not give rise to any support commitment.
Tickets are taken into account 24x7.
Whichever the level of support subscribed to, exchanges between the Cloud Avenue support teams and the customer are available in French or English.
Support can be contacted:
- By phone: +33 (1) 85 14 93 56 - By email: obs-cloud-z3.servicedesk@orange.com
If you have subscribed to a Gold, Silver or Bronze support option, contact the support teams (see above) to receive emails from the contacts of the "Cloud Expertise" cell.
Changing the level of support
From the Cloud Customer Space, it is possible to upgrade your level of support to a higher level. The implementation is effective immediately. The implementation on the invoice will be from the first day of the month following the support level change operation.
To downgrade, contact Customer Support.
Coaching
The Cloud Expertise cell is made up of vmware virtualization experts. They are regularly in contact with our clients to fulfill all types of assignments, among which we find:
- "discovery" sessions of the functionalities of the vCD portal and other components of the Cloud Avenue offer
- the joint development of the target architecture of your solution from your existing one when you decide to migrate to Cloud Avenue
- daily advice when improving the skills of our clients' teams
- diagnostic assistance, "troubleshooting" in the event of an incident not related to the service (the Customer may have misconfigured certain parameters preventing communication between VMs)
- rapid action on P1 incidents, if support option
- personalized and detailed reports, as well as recommendations for sizing VMs or networks
Our experts are accessible:
- for Customers in standard support, by ordering expertise packs, from the Cloud Customer Space
- for Customers with support option, via the fixed monthly expertise hours attached to the option subscribed.
Maintenance of the platform Cloud Avenue
The Cloud Avenue Platform (NGP) maintenance windows are as follows:
| Plateforme | NGP |
|---|---|
| 1st Wednesday of the month - 00h00 - 6h00 | |
| 3 last Wednesdays of the month - 00h00 - 6h00 | |
During these maintenance windows, your VMs continue to operate normally.
We maintain up to date the platform control plane elements [The control plane includes the management of all aspects of access control, identity management as well as all elements that could jeopardize the tenant], which may make the vCloud Director portal and its APIs temporarily unavailable.
In case of exceptional maintenance that would impact Cloud Avenue services, an email campaign to users is triggered beforehand, and when useful, specific communication is carried out in the Cloud Customer Space and on vCloud Director.
In the event of an incident on the platform that impacts Cloud Avenue services, the “Platform Weather” is updated in the Cloud Customer Space, and an email campaign to users is also triggered.
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