Azure Appendix B – Support Plan for CSP Customer
Sela enables its cloud customers (reseller agreement) to purchase Sela’s support plan.
- Support issues can be directed to cloudsupportil@sela.co.il
Each support issue will be classified as one of the following severities: - 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. - 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. - 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. - 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.
- 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 | 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 24×7 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 |
- 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) | 24×7 escalation up to the product group | 5 hours |
On-Site Premier engineer | Proactive activity including processes, knowledge transfer, etc. | 5 hours |