Support Services

Support for cloud computing, IT operations and security services.

Get 24/7 support from engineers familiar with your IT environment.

Quickly resolve problems, have questions answered or get advice.

Access to the support services is available through the Safe Swiss Cloud support hotline or tickets (accessible via Email).

All our support packages are multi-purpose: they can be used for all cloud computing and security services.

Overview

Get Support, wherever you need it


Cloud Computing Support

All Safe Swiss Cloud support packages can be used to get help for all cloud computing related services. The following is a list of frequently requested support areas:

  • Servers: Windows, Linux
  • Networking: firewalls, routers, VPNs, proxy servers etc.
  • Integration with Microsoft Office 365
  • Software defined networking (SDN) in virtual data centres
  • Active Directory / LDAP, Remote Desktop, File Servers, Exchange
  • Web servers: Apache, IIS, Nginx
  • DB servers: Postgres, MSSQL, MySQL, MariaDB
  • Backups: servers, databases, files, VM images
  • Kubernetes cloud: help with setup, questions, best practices, operations
  • Open cloud: help with Openstack setup, questions, best practices, operations
  • Enterprise cloud: help with setup, questions, best practices, operations
  • Setup and configuration support.

IT-Security Support

Support is available for all the Safe Swiss Cloud IT-security products and services. The following is a list of frequently requested support areas:

  • Ransomware Recovery: assistance with setting up and restore operations.
  • SIEM / Network Detection & Response: assistance with responses to detected potential threats.
  • Active Directory auditing: help with creating policies and best practices, as well as improvement suggestions.
  • End Point Protection (EPP): anti-virus, ransomware & malware protection for workstations and servers. Help with configuration, analysis and interpretation of threats and weaknesses.
  • Email security: assistance with black-listing, white-listing and any other issues related to filtering emails for malware and spam.
  • Firewalls, Intrusion Prevention, Web Application Firewalls: assistance with setup, upgrades and operational issues.
  • Security setup and configuration support.

Support Types


Monthly Support Packages

These packages have the following characteristics:

  • A certain number of hours, which remain valid for one month
  • Monthly payments on a “pay as you go” basis, with a commitment of just 1 month.

Annual Support Packages

These packages involve:

  • A certain number of hours, which remain valid for a year.
  • Monthly payments with a 1-year commitment

All support packages can be used for cloud computing or security services support.

Pricing

for Support Packages


Monthly Support Packages

Monthly Support PackagesIncluded Hours (per month)Expiration of support hoursPrice/month
CHF/EUR
Contract Duration (months)BillingProduct ID
Monthly Support 22Monthly2901Monthlypro2.support-2
Monthly Support 55Monthly7251Monthlypro2.support-5
Monthly Support 1010Monthly1’4001Monthlypro2.support-10
Monthly Support 1515Monthly2’1001Monthlypro2.support-15
Monthly support packages: support hours expire at the end of the month. Service can be cancelled at the end of each month.

Annual Support Packages

Annual Support PackagesIncluded Hours (over 12 months) Expiration of support hoursPrice/month
CHF/EUR
Contract Duration (months)BillingProduct ID
Annual Support 1010Yearly13012Monthlypro2.support-10-annual
Annual Support 2525Yearly33012Monthlypro2.support-25-annual
Annual Support 5050Yearly65012Monthlypro2.support-50-annual
Annual Support 100100Yearly1’25012Monthlypro2.support-100-annual
Annual Support 200200Yearly2’42012Monthlypro2.support-200-annual
Annual Support 300300Yearly3’50012Monthlypro2.support-300-annual
Annual support packages, paid monthly: the support hours are for a full year and expire after 12 months.

All support packages can be used for cloud computing or security services support.

Free Briefing

Get your free Support Briefing to fin out how we can improve and secure your cloud IT infrastructure with our 24/7 support packages.

FAQ

Frequently asked Questions


Do you have 7×24 support?

Yes.

We have 7×24 support for all our cloud platforms. If you cannot reach your cloud resources or suspect a problem with the cloud contact us to get in touch with an engineer.

Note, that this does not include support for applications you have installed yourself on your own VMs (virtual machines) or deployed in our Kubernetes cloud.

I have a problem. How can I get support?

To request support write to the support email address Safe Swiss Cloud shared with you when you opened your account or fill out this form. This will automatically open a ticket which will trigger Safe Swiss Cloud’s support process.

In case of emergencies or outside business hours, always call +41 61 564 1111 and ask for emergency customer support. You will be connected to the engineer on duty.

Support is normally provided on a best effort basis, but contracts that guarantee certain service levels (SLAs) are available.

Do you have “pay as you go” pricing?

Yes, Safe Swiss Cloud’s main infrastructure resources are billed on a “pay as you go” basis with hourly billing:

  • CPU
  • RAM
  • SSD Storage
  • Object storage

Internet Bandwidth is not billed “pay as you go”, but can be pro-rated on a monthly basis.