Service Level Objectives for VDI Services
These Service Level Objectives are between Provider (sometimes referred to as “we,” “us,” or “our,”), and the Client (sometimes referred to as “you,” or “your,”) found on the applicable Order and, together with the Order, Master Services Agreement, Schedule of Services, and other relevant Service Attachments, forms the Agreement between the parties the terms to which the parties agree to be bound.
Support Assistance:
Ace Cloud Hosting offers support to customers 24x7, inclusive of all holidays. Ace Cloud Hosting provides it customers with technical support on virtual desktop hosting services, access, and other server related issues. The Support team will accept inquiries from calls, chat and email solely from Authorized Contact. There are three different modes of communication which customers can use to contact Technical Support.
- Submit a ticket by an email at [email protected]
- Phone: +1-855-223-4887
- Initiate a chat from the website: https://www.acecloudhosting.com
Time to Resolve: is defined as time taken to restore the services during an Outage based on ticket time. Unavailable time starts when the customer opens a ticket with Ace Cloud Hosting Customer Support [[email protected]] and releases the service for immediate testing. Unavailable time stops when the service is again made available to the Customer.
| Priority | Priority Description | Response Time | Resolution time | Contact options |
|---|---|---|---|---|
| P1 | Incident - Multiple users are unable to connect/login to virtual desktop. | 15 mins | 4 hours | Call/Chat/Email |
| P2 | Incident - Individual users are unable to access virtual desktop/degraded performance/sometimes server is getting disconnected. | 30 mins | 8 hours | Call/Chat/Email |
| P3 | Incident – Difficulty in integrating new business application/some users not able to access a particular application. | 2 hours | 16 hours | Call/Chat/Email |
| P4 | New Service request – User addition, application addition/removal, User ID locked, printer/scanner setup, new set of permissions need to be setup. | 4 hours | 24 hours | Email/Chat |
Escalation: If the customer is dissatisfied with Ace Cloud Hosting services or is unable to resolve a technical support issue within the parameters outlined in this Contract, s/he should contact the Escalation team.
| Team Responsible | Trigger event | |
|---|---|---|
| VDI Support team | Reach out to support for troubleshooting and requests through Priority 1: Chat Priority 2: Call Priority 3: Email Reach out to support in case of security breach | [email protected] |
| Escalation Team | SLA not met Unable to reach out to support for 1 hour through Priority 1: Chats (On website) Priority 2: Calls | [email protected] |
| VDI Infra Head | No response to customer within 2 hour after the mail to the escalation team (Loop escalation team in email) | [email protected] |
| CEO’s Office | No response to customer in 8 hours after the email to VDI Infra head (Loop VDI Infra head in email) | [email protected] |
Support Exclusions: The service is delivered with a set number of third-party applications. Ace Cloud Hosting does not guarantee the functionality of any third-party application. However, in the best interest of services, Ace Cloud Hosting will try to work on these 3rd party applications to the best possible effort. There will be no refunds by Ace Cloud Hosting should an application not function to Customer’s satisfaction. In case the resolution is not found, Customer is free to take help from the third-party application provider and Ace Cloud Hosting will provide help to the application provider in resolving the issue on its servers.
It is not the responsibility of the technical support agent to create or deliver applications, documents or customizations such as macros, menus, batch files, directory objects, or product configuration objects for the customer, although assistance may be provided in these areas.
Ace Cloud Hosting is not responsible for technical support on customer’s hardware, software, internet or any type of connection problems. This includes but is not limited to internet connection issues, hardware failures, firewall problems, printers, scanners, etc. on client’s end. Ace Cloud Hosting will attempt within a reasonable effort to provide support but is not responsible for such support. Further, Ace Cloud Hosting will not support users who are not registered with/updated in Ace Cloud Hosting's records.
