Azure - Appendix B

Appendix B – Support Plan for CSP Customer 

 

Sela enables its cloud customers (reseller agreement) to purchase Sela’s support plan. 

 

1. Support issues can be directed to cloudsupportil@sela.co.il
   Each support issue will be classified as one of the following severities: 
2. Severity A: an issue that prevents to access the service partially or completely or causing severe difficulties to the company or its clients.  
   SLA: First response will be given within an hour. Sela will allocate the relevant resources to solve the problem or to find a temporary solution to resume service until a permanent solution will apply. 
3. Severity B: an issue that prevents the proper function of a service, but do not prevents access to it. The QoS to the customers is decreased. 
   SLA: First response will be given within 4 hours. Sela will allocate the relevant resources to solve the problem or to find a temporary solution to resume service until a permanent solution will apply. 
4. Severity C: an issue that does not affect the functionality of the service, but effects on performance or on non-critical functionalities. 
   SLA: First response will be given within regular working hours within 24 hours.  
5. In cases where bugs or known technical limitations will prevent finding a solution, Sela will open a ticket on the Vendor’s ticketing system, and will do its best to expedite the solution. 

 

2. In cases where open issue is not within the control of Sela, such as Datacenter issues or HW/SW issues provided by the vendor, Sela will open a ticket on the Vendor’s ticketing system, and will do its best to expedite the solution. 

 

 

 

 

 

 

 

Prices for Sela’s Support Service 

 

	Passive Support	Passive Support	Active Support
SLA Working Hours Coverage	Sun-Thu  9:00-17:00	7X24	7X24
Monthly Cost	1,500 USD	2,500 USD	4,000 USD

 

 

• Additional support offers combining Premier Support for Partners Thru Direct in addition to Sela’s 24x7 support plans: 

·         Support Type	·         Price (ILS)	·         Package Includes
·         Passive 24/7	·         4,500	·         Sela +Advance support for partners
·         Passive Plus	·         9,000	·         Sela + 24/7 passive support + Microsoft Premier support
·         Active L1	·         5,500	·         Active support with alerts only
·         Active L1 Plus	·         11,000	·         Active support with alerts + Microsoft Premier support
·         Active L2	·         9,000	·         Active support with alerts and + cookbook for actions
·         Active L2 Plus	·         14,500	·         Active support with alerts and + cookbook for actions  + Microsoft Premier support

• Comparison between Microsoft support plans: https://partner.microsoft.com/en-us/support/partnersupport   
   
• Additional support elements with Microsoft Premier Support for Partners Thru Direct: 

Scope: 

Service	Description	Quantity
Dedicated Technical Account Manager (TAM)	Managing support activity, monthly reports and work plans	As needed
Azure related incidents	Managing incidents	As needed
Office365 related incidents	Managing incidents	As needed

 

Proactive work plan: 

Service	Description	Duration (hours)
Active Support Hours (PRS)	24x7 escalation up to the product group	5 hours
On-Site Premier engineer	Proactive activity including processes, knowledge transfer, etc.	5 hours