Professional Services
Professional Services
OVH is proud to offer our Professional Service plan.
A superior level of service for customers that require additional support.
A superior level of service for customers that require additional support.
While detailed below, in a nutshell, our Enterprise level customers get access to:
- Large Account dedicated support 24/7/365 in English and French;
- A guarantee that your solicitation request will be taken into account within 15 minutes by the Large Account support;
- Roadmap and reporting of your business;
- Priority on stock;
- Additional payment possibilities.
To subscribe to this offer, please send an email to sales@ovh.ca.
Standard Service | Professional Services | |
Price | ||
Prices indicated on the different Website pages | Standard prices + 30% | |
Support | ||
Service usage and request management (telephone) |
8 a.m.-20 p.m. Monday-Friday 9 a.m.-17 p.m. Saturday English + French |
8 a.m.-20 p.m. Monday-Friday 9 a.m.-17 p.m. Saturday Guaranteed response time < 15 min Engineer Support IT Tech English + French |
Incident management (telephone) |
8 a.m.-20 p.m. Monday-Friday 9 a.m.-17 p.m. Saturday English + French |
24/7/365 (Follow the Sun) Guaranteed response time < 15 min Engineer Support IT Tech English + French |
Commercial support (telephone) |
9 a.m. - 6 p.m. Monday-Friday English + French |
9 a.m. - 6 p.m. Monday-Friday Commercial Engineer - Major Accounts English + French |
Ticket management (through Manager or email) |
8 a.m.-20 p.m. Monday-Friday 9 a.m.-17 p.m. Saturday English + French |
24/7/365 Critical : < 15 minutes Urgent : < 1 hour High : < 4 hours Normal : < 12 hours Low : < 24 hours |
Geographic localisation of Support / Helpdesk |
World Optional: France only |
World Optional: France only |
Delivery | ||
Stock | Upon availability | Delivery priority on stocks |
Delivery | N/A. |
Special delivery: Choice of datacentre + room + bay (based on service) Optional: Cage |
Infrastructure Isolation | N/A. | Optional |
Commitments | ||
SLA | Commitment on availability of the infrastructure | Commitment on availability of the infrastructure |
Dashboard | N/A. | Metrics for the infrastructure (availability/performance) |
Service continuity | N/A. | Resource commitment in case of maintenance or an incident |
Change management | ||
Minor Change notification (Frequency: daily or more. Impact: limited to null) |
N/A. Info displayed on our website: travaux.ovh.com |
N/A. Info displayed on our website: travaux.ovh.com |
Major Change notification (Frequency: undetermined. Impact: unavailability) |
N/A. Info displayed on our website: travaux.ovh.com |
3 days in advance |
Urgent change further to a critical incident |
N/A. Info displayed on our website: travaux.ovh.com |
N/A. Follow-up by a Technical engineer |
Contractual conditions | ||
General sales terms and conditions | Standard as per OVH.com terms of use | Standard and special conditions |
Billing terms and conditions | Standard with online payments | Standard and special conditions |
Quality | ||
Audit | N/A. | Onsite audit available |
PCI-DSS | Optional | Optional |
Pricing | ||
Payment | Online payment | Possibility of specific deadlines and payment terms 30/45/60 days |
Parent / Child detailed Reports | - | Yes |
Elasticity | ||
Supports scaling | At customer discretion | Optional |
Automation via API | At customer discretion | Optional |
Growth commitment | N/A. | Optional |