Being reseller focused we understand the importance of support and as such have developed a number of support options specifically for resellers and their customers alike.

• Standard – Helpdesk Support (09.00-5.30 Mon-Fri)
• Standard Clone – Helpdesk Support (09.00-5.30 Mon-Fri)
• Enhanced – Helpdesk Support (09.00-5.30 Mon-Fri)
• Enhanced Clone – Helpdesk Support (09.00-5.30 Mon-Fri)
• Enhanced – Helpdesk Support (24x7x4)
• Enhanced Clone – Helpdesk Support (24x7x4)

Standard Helpdesk
As the name suggests, this is a baseline support function to ensure that users can access the hosted service and troubleshoot any problems that could occur with connectiong to the service. Our resellers provide the first line support and then escalate any second line needs to our team.

Enhanced Helpdesk
This is a more in depth support function. Not only do we provide the benefits of Standard Helpdesk, we also troubleshoot more generic issues such as application use, performance problems and any service related issues.

Clone Helpdesk
With this option, TheCloud Helpdesk team assumes the role of the reseller, fielding both first and second line support functions. Calls are directed to our NOC (Network Operation Centre) and answered in the resellers name, providing seamless support for customers.

24x7x4
This option is only available to partners and customers supported on our Enhanced and Enhanced Clone packages and extends the support hours to 24x7x4 (24 hours, 7 days a week, 4 hour response) coverage.

We are also happy to create bespoke support solutions.