Support Plans
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Cloud4India offers flexible support plans tailored to the needs of individuals, teams, and enterprises. Whether you're just starting or operating mission-critical workloads, we have a support tier designed to ensure uptime, performance, and peace of mind.
🟢 Basic (Free)
Included with all active Cloud4India accounts:
- Email and ticket support (via support portal)
- Support hours: Mon–Fri, 9 AM – 6 PM IST
- Response time: within 48 hours
- Access to documentation and knowledge base
- SLA credits: ❌ Not included
Best for: Non-critical environments, testing, individual developers
🔵 Standard
- Priority ticket handling via support portal
- Support hours: Mon–Sat, 9 AM – 8 PM IST
- Response time: within 12 hours
- SLA credits: ✅ Included (for downtime >1 hour)
- Monthly usage summary reports
Best for: Development teams, small to mid-sized workloads
🟠 Premium (Paid Add-On)
- Support via email, tickets, and live chat
- Support hours: 7 days, 7 AM – 11 PM IST
- Response time: within 4 hours
- Assistance with billing, integration, and architecture queries
- SLA credits: ✅ Included
- Onboarding support for qualifying accounts
Best for: Production environments, growing businesses, integrated setups
🔴 Enterprise (Paid Plan)
- 24/7 support via tickets, email, chat, and phone
- Response SLA:
- Critical: within 1 hour
- High: within 2 hours
- Normal: within 6 hours
- Dedicated Technical Account Manager (TAM) for qualified accounts
- Quarterly support reviews and cost optimization sessions
- Custom SLAs and escalation paths
- SLA credits: ✅ Full coverage
Best for: High-availability workloads, large organizations, regulated environments
✅ Platform Support (Included in All Plans)
Cloud4India is committed to keeping your platform up and running. This includes:
- Ensuring the control panel, deployment engine, storage, and core networking are available and functional
- Resolving platform-side errors related to compute, block storage, network provisioning, and billing
💡 Compute & Configuration Assistance
Support for creating or configuring cloud resources—such as VM instance customization, VPC setups, or advanced firewall rules—is not included in Basic or Standard plans.
This help is available as on-demand professional services and may be chargeable. Examples include:
- Assistance with ISO or template boot configuration
- Load balancer rule setup
- Network or VPN configuration
- SSH troubleshooting, image conversion, or cloud-init debugging
🔧 Managed Services (Optional Add-on)
Customers looking for full-stack support can opt for our Managed Services, which cover:
- Operating System installation, management, and patching
- Scheduled snapshots and backups
- Monitoring and performance tuning
- Security hardening and compliance best practices
- Application-level assistance (on request)
Managed services are available at an additional cost or as part of a customized service agreement.
Contact support and we’ll help you find the plan that fits your needs and budget.