Professional Services

Pricing & Details


City Credits are what you buy in order to use our services. Think of them like a currency.

Cloud infrastructure, distributed storage, professional education: open platforms matter.

If you’re architecting a data center, deploying a storage platform, or providing an environment for people to train and learn on, locking yourself into proprietary technology is not an option.

We believe in open technology, open innovation, and open learning. We build open solutions, and we help you build them.

 

Tier / Level 1 (T1/L1)

Support Levels
This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support denoting basic level technical support functions.
Approach
The first job of a Tier-1 specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem. Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.
Issues covered
Technical support specialists in this group typically handle straightforward and simple problems while possibly using knowledge management tool. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.
Price: $125 /h
 

Tier / Level 1 (T1/L1)

Support Levels

This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support denoting basic level technical support functions.

Approach

The first job of a Tier-1 specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem. Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.

Issues covered

Technical support specialists in this group typically handle straightforward and simple problems while possibly using knowledge management tool. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.

Price: $125 /h
 

Tier / Level 1 (T1/L1)

Support Levels
This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support denoting basic level technical support functions.
Approach
The first job of a Tier-1 specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem. Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.
Issues covered
Technical support specialists in this group typically handle straightforward and simple problems while possibly using knowledge management tool. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.
Price: $125 /h

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