This document outlines the terms and conditions, service descriptions, and service levels for Node4's Cloud Support Services. The services provide clients with insights and support to manage their cloud tenancies and services, covering areas such as cloud tenancies, virtual machines, platform as a service (PaaS), and applications. Support levels are categorized as Maintained, Monitored, and Managed, each offering different features and responsibilities.
The document details specific terms, including definitions of incidents, planned outages, and service requests. It also specifies client responsibilities, such as user permissions, application availability, and information security controls. The service features include 24x7 break-fix support, vendor technical escalation, and service health monitoring, with additional services like disaster recovery management and cloud cost optimization available. The document further describes incident management procedures, response times, and service credit policies for failing to meet service levels.
