Partner Enabled Support

Cloud Cover Maintenance & Support

Partner Enabled

For partners who have already made a significant investment in their technical support ecosystem Cloud Distribution can offer Cloud Cover Partner Enabled. Enabled partners provide first line support to the customer and our product specialists support you, our partner, when required.

The service is provided as follows:

  • The partner is responsible for providing 1st line support
  • 2nd and 3rd line support is provided by Cloud Distribution to the partner only
  • The partner must operate an 8x5 service desk (or 24x7 if this option is required)
  • The partner must meet the minimum required Vendor Accreditation level and demonstrate its product technical competence

SLA Options:

  • 2nd and 3rd line support, with no SLA, return to base RMA
  • 2nd and 3rd line support, 8x5 4-hour response, NBD Advance RMA
  • 2nd and 3rd line support, 24x7 4-hour response, NBD Advance RMA