Contact Technical Support 24/7
- Complimentary basic consultations
- Technical support available 24/7
- 10-minute average response time
- Support provided in English
submit a ticket
Contact technical support at support@cloud4u.com
Phone: +44 20 80 89 80 0
Free Basic Support
Included with your service for fundamental issues and initial guidance.
Advanced Paid Support is a hands-on assistance for managing your cloud OS and applications. Available as a one-time engagement or on-site visit.
One-Time Support Package
Need help with a specific project? Our technical experts are available for a single, focused session.
|
Service |
Urgency type |
Cost* |
|
One working hour provided by a Support Specialist (Basic) |
Contact time 10-19/5 |
19,48 |
|
One working hour provided by a Support Specialist (Priority) |
Contact time 10-19/7 |
38,97 |
|
One working hour provided by a Support Specialist (Critical) |
Contact time 24/7 |
58,45 |
Tariff-based technical support
|
Name of the tariff |
Number of hours included |
Cost, $* |
|
Basic |
- |
0 |
|
Standard |
1 |
19.48 |
|
Advanced |
2 |
37,88 |
|
Premium |
4 |
75,77 |
Types of work included in technical support by tariff
|
List of services |
Basic |
Standard |
Advanced |
Premium |
|
PaaS |
SaaS |
|---|---|---|---|---|---|---|---|
|
24/7 Technical Support: Round-the-clock assistance for critical issues.
|
✓ |
✓ |
✓ |
✓ |
|
✓ |
✓ |
|
Basic Configuration & Advice: Expert guidance on setting up core cloud services. |
✓ |
✓ |
✓ |
✓ |
|
✓ |
✓ |
|
Infrastructure Recommendations: Best practices and general advice for optimizing your cloud environment. |
✓ |
✓ |
✓ |
✓ |
|
✓ |
✓ |
|
Advanced Guest OS Support*: Specialized consulting and technical support for your operating systems. |
|
✓ |
✓ |
✓ |
|
✓ |
✓ |
|
Advanced Application Support**: Expert assistance with configuring, troubleshooting, and optimizing specialized software. |
|
✓ |
✓ |
✓ |
|
✓ |
✓ |
|
Advanced Services Consulting and Technical Support*** |
|
|
✓ |
✓ |
|
✓ |
✓ |
|
Full-Lifecycle Maintenance: End-to-end management including updates, patching, performance tuning, and optimization. |
|
|
✓ |
✓ |
|
|
✓ |
|
Dedicated Infrastructure Monitoring: Proactive, 24/7 surveillance of your critical systems. |
|
|
✓ |
✓ |
|
|
✓ |
|
Dedicated Engineer Pool: A team of experts assigned to your account for personalized support. |
|
|
|
✓ |
|
|
✓ |
|
Custom Application & Metric Monitoring: Tailored monitoring solutions based on mutually agreed-upon specialized applications and performance metrics. |
|
|
|
✓ |
|
|
✓ |
Detailed Service Examples
Core Technical Support*
Our experts handle fundamental system administration to keep your infrastructure stable and secure. This includes:
- OS Installation & Configuration
- Installation of core services and utilities
- Firewall and network configuration
- Disk management (adding/extending partitions)
- Package and system updates
- OS recovery and troubleshooting
- Server configuration changes
- User and access rights management
Application Software Support**
Get specialized assistance for business-critical applications. Our services cover:
- Advanced consulting for office software (1C, MS Office, CryptoPro, email clients, editors, CRM)
- Software upgrade assistance
- Troubleshooting and resolution recommendations
Specialized Infrastructure Support***
We provide expert-level consulting and management for complex enterprise environments, including installation and baseline configuration per your technical requirements.
For Database Management (e.g., MySQL, PostgreSQL):
- Update and patch installation
- Database creation and deletion
- Management of database objects (tables, schemas, tablespaces, users)
- DBMS backup configuration
- Access rights management
- Database restore operations
- Data import/export
- Performance metric analysis
- SQL query analysis and optimization
For Other Applications & Services (Web Servers, Proxies, CI/CD, File Services):
- Application update installation
- Crash recovery and restoration of functionality
- Customization of server settings to meet specific requirements
- System operation consulting
- Resource planning and scaling based on traffic forecasts
SaaS Product Support
Cloud4U provides comprehensive support for both public and customized Software-as-a-Service (SaaS) solutions. While the customer consumes the end service, Cloud4U assumes full responsibility for the underlying IaaS infrastructure, the SaaS application platform, and the guest operating system.
To ensure reliable service delivery, all supported SaaS solutions must meet our stringent fault tolerance requirements. Our specialists will determine the precise infrastructure specifications through a detailed audit of your existing systems and technical requirements.
Pricing Structure:
- Migration & Deployment: This is a one-time fee, calculated based on the project's scope
outlined in the agreed Terms of Reference and the actual hours invested. - Ongoing Support: SaaS product support is provided via a recurring monthly subscription,
billed in accordance with the service level defined in the Terms of Reference.
.
