NexQloud Knowledge Base

NexQloud maintains clear response time commitments across different support tiers designed to ensure appropriate urgency handling while providing predictable service levels for your cloud computing platform support needs. Our tiered response system balances resource allocation with customer requirements, ensuring critical issues receive immediate attention while maintaining efficient support operations for all customer segments. Understanding response time expectations helps you plan appropriate support strategies and set realistic resolution timelines for issues affecting your decentralized cloud infrastructure.

Support Tier Structure and Response Times:

1. Standard Support (All Customers)
   
   • Critical Issues (Severity 1): Initial response within [Information Needed - standard support critical issue response time]
   • High Priority (Severity 2): Response within [Information Needed - standard support high priority response time]
   • Medium Priority (Severity 3): Response within [Information Needed - standard support medium priority response time]
   • Low Priority (Severity 4): Response within [Information Needed - standard support low priority response time]
2. Premium Support (Enhanced Service)
   
   • Critical Issues: Immediate response within [Information Needed - premium support critical issue response time]
   • High Priority: Expedited response within [Information Needed - premium support high priority response time]
   • Medium Priority: Priority response within [Information Needed - premium support medium priority response time]
   • General Inquiries: Response within [Information Needed - premium support general inquiry response time]
3. Enterprise Support (Dedicated Service)
   
   • Emergency Issues: Immediate response within [Information Needed - enterprise support emergency response time]
   • Business Critical: Priority response within [Information Needed - enterprise support business critical response time]
   • Standard Issues: Dedicated response within [Information Needed - enterprise support standard issue response time]
   • Consultation Requests: Response within [Information Needed - enterprise support consultation response time]
4. White Glove Support (Premium Enterprise)
   
   • Any Priority Issue: Guaranteed response within [Information Needed - white glove support response time guarantee]
   • Proactive Monitoring: Continuous monitoring with [Information Needed - proactive monitoring response and notification procedures]
   • Dedicated TAM: Direct access with [Information Needed - dedicated TAM response time and availability commitments]
   • Executive Escalation: Management involvement within [Information Needed - executive escalation response time for white glove customers]

Severity Level Definitions and Criteria:

1. Severity 1 (Critical/Emergency)
   
   • System Down: Complete service unavailability affecting [Information Needed - critical severity impact criteria and business disruption thresholds]
   • Data Loss: Critical data corruption or loss with [Information Needed - data loss severity classification and business impact assessment]
   • Security Breach: Active security incidents with [Information Needed - security incident severity criteria and escalation triggers]
   • Revenue Impact: Issues directly affecting [Information Needed - revenue impact classification and business critical assessment]
2. Severity 2 (High Priority)
   
   • Major Functionality: Significant feature impairment with [Information Needed - high priority severity criteria and functionality impact assessment]
   • Performance Degradation: Severe performance issues with [Information Needed - performance degradation thresholds and user impact criteria]
   • Partial Outage: Limited service availability with [Information Needed - partial outage classification and affected user thresholds]
   • Workaround Available: High impact with temporary solutions
3. Severity 3 (Medium Priority)
   
   • Minor Functionality: Limited feature issues with [Information Needed - medium priority severity criteria and functionality limitations]
   • Configuration Issues: System setup problems with [Information Needed - configuration issue classification and resolution complexity]
   • Documentation Errors: Information accuracy problems
   • Enhancement Requests: Feature improvement suggestions

Response Time Measurement and Tracking:

• Business Hours: Response times calculated during [Information Needed - business hours definition and time zone considerations]
• 24/7 Coverage: Round-the-clock support for [Information Needed - 24/7 support coverage criteria and severity thresholds]
• Holiday Support: Emergency coverage during [Information Needed - holiday support procedures and coverage limitations]
• Response Tracking: Performance monitoring with [Information Needed - response time tracking methodology and reporting procedures]

Escalation and Exception Handling: Procedures for response time exceptions including [Information Needed - escalation procedures and exception handling for missed response times] ensuring accountability and continuous service improvement.