Enterprise Support Plan


A dedicated success team for your technical, tactical and operational challenges.

Dedicated personnel

Technical Support

Collaboration forums

Pricing & Details


Our Enterprise Support plan is an investment in the future success of your large enterprise. Beyond technical support your dedicated Success Team has full attention on your technical, tactical and operational challenges.

With an active Enterprise Support plan you can also get help with other technical challenges. No matter if you need help with your architectural challenges, OpenStack best practices or application support, we are here for you 24/7.

  • $6995 per month or 10% of your monthly City Cloud usage up to $100K, whichever is greater
  • 5% of monthly City Cloud usage from $100K – $250K
  • 3% of monthly City Cloud usage over $250K

Price example


For $270K in monthly City Cloud usage

$100 000 x 10% = $10 000
(10% of usage up to $100K)

$150 000 x 5% = $7500
(5% of usage $100K-$250K)

$20 000 x 3% = $ 600
(3% of usage over $250K)

Total: $18 100 per month

Customer Service Business Support Enterprise Support
City Cloud health status CN Status CN Status CN Status
Knowledgebase Knowledgebase Knowledgebase Knowledgebase
Customer service Pre-sales and basic service inquiries only.
Email
24h response time.
Mo-Fr, 8am-5pm CET.
YES YES YES
Chat
24h response time.
Mo-Fr, 8am-5pm CET.
YES YES
Phone
24x7
YES YES
Access to technical Support by:
Email
24h response time.
Mo-Fr, 8am-5pm CET.
YES YES
Chat
24h response time.
Mo-Fr, 8am-5pm CET.
YES YES
Access to technical Support by:
Phone
24x7
YES YES
Case severity / Response time General guidance < 24h
System impaired < 12h
Production system impaired < 4h
Production system down < 1h
General guidance < 24h
System impaired < 12h
Production system impaired < 4h
Production system down < 1h
Business-critical system down < 30 min
Who can open cases? One primary contact / Unlimited cases Unlimited contacts / Unlimited cases
City Cloud Compute YES YES
City Cloud Network YES YES
City Cloud Storage YES YES
API support YES YES
Architecture support General guidance Contextual guidance based on specific usecase
Architectural review Professional Services General guidance
Proactive guidance Professional Services General guidance
OpenStack best practice Professional Services General guidance
Cloud best practice Professional Services General guidance
Automation/Orchestration Professional Services General guidance
Application support Professional Services Professional Services
Operating systems Professional Services Professional Services
Database support Professional Services Professional Services
Strategic collaboration forum YES
Operational collaboration forum YES
Security & Compliance forum YES
Advisory Security Manager YES
Account Manager Dedicated
Change/Incident manager Dedicated
Service Delivery Manager Dedicated
Pricing Included Starting from $189 per month Starting from $6995 per month
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