SoftwareOne Enterprise Support

For SoftwareOne Enterprise Support, SoftwareOne provides 24/7 AWS support through multiple channels for all AWS Resources available in the AWS Portal and the AWS API. SoftwareOne’s team of certified AWS professionals guarantees a 15-minute response time for critical incidents, prioritising rapid issue resolution to minimise any potential downtime and disruptions. Customers can raise 'How to' questions about AWS services and features, request best practices to help successfully integrate, deploy, and manage AWS resources, or report incidents where SoftwareOne provides troubleshooting for operational or systemic problems with AWS resources and provides recommendations for resolving issues. Issues that cannot be resolved by SoftwareOne are escalated to AWS Support.

Scope

Supported Cloud Services, refer to Supported Cloud Services

Service Levels, refer to Service Levels

Exclusions

• AWS Architecture Design

• Provision AWS Resources

• Configure AWS Resources

• Code development

• Debugging custom software

• Performing system administration tasks

• Re-architecture of customers infrastructure or applications