Professional Services

OVH is proud to offer our Professional Service plan.
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