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DoubleCloud Support Services

No matter what kind of business our customers have, we take care of their data and infrastructure by providing 24/7 monitoring and proactive issue resolution. Whenever anomalies or alerts arise, our engineers promptly spring into action to resolve the issue.

We understand how crucial it is for businesses of all sizes to have qualified and professional support, which is why we guarantee a first-class, high-level SLA of 99.99% for all our customers.

For companies that require additional expertise, faster response times, and a personal manager, we offer additional tiers of support for your convenience.

Support tiers

Developer

DoubleCloud infrastructure monitoring

24/7

Initial response times *

S1: 1 business day
S2: 1 business day
S3: 1 business day
S4: 1 business day

Service times

Business days

Ticketing system via console

Included

Email support

Included

Account & billing assistance

Included

Deployment & usage assistance

-

Best practices consulting

-

Personal Customer Success Manager

-

Dedicated Technical Service Engineer

-

Private chat

-

DoubleCloud infrastructure monitoring

24/7

Initial response times *

S1: 4 business hours
S2: 4 business hours
S3: same business day
S4: 1 business day

Service times

16-hour coverage on business days

Ticketing system via console

Included

Email support

Included

Account & billing assistance

Included

Deployment & usage assistance

Included

Best practices consulting

Included

Personal Customer Success Manager

-

Dedicated Technical Service Engineer

-

Private chat

-

DoubleCloud infrastructure monitoring

24/7

Initial response times *

S1: 1 hour
S2: 4 business hours
S3: 4 business hours
S4: same business day

Service times

24-hour coverage for emergencies

Ticketing system via console

Included

Email support

Included

Account & billing assistance

Included

Deployment & usage assistance

Included

Best practices consulting

Included

Personal Customer Success Manager

Included

Dedicated Technical Service Engineer

-

Private chat

-

Frequently asked questions

What are your SLAs?

Support SLAs indicate the initial response time from our support team. This varies based on the support tier and ticket severity.

Regardless of the nature of our customers' businesses, we prioritize the security and stability of their data and infrastructure by offering 24/7 monitoring and proactive problem-solving. At the first sign of any anomalies or alerts, our engineering team swiftly takes action to address the concern.

For a more detailed understanding, kindly refer to the Technical Support Regulation page and the Service Level Agreement page.