Cloud Support Levels

Cloud Support

Shadow-Soft provides web, email and phone support for our Cloud Offerings.  Virtual instances can be purchased through the AWS and Azure Marketplaces or Shadow-Soft Managed Services (S.O.S.) contracts.  Our Cloud Support offerings are defined as:

  • Community Open Source – Shadow-Soft Limited Support
  • Enterprise Open Source – Shadow-Soft Bronze or Platinum Enterprise Support supplemented by Enterprise OEM Support, where applicable.
  • Additional Support Options are available to meet custom needs. Contact Us for assistance.

To create a Support ticket, click the button below.

  • Support Levels
  • Limited Support
  • Platinum Support
  • Support Basics
  • Support hours
  • 9am-6pm
    M-F (EST)
  • 24x7
  • Response times
  • Best Effort
  • 4 hours
  • Number of annual support cases
  • 10
  • Unlimited
  • Support channel
  • Web
  • E-mail
  • Telephone
Support Basics
Support hours 9am-6pm
M-F (EST)
Response times Best Effort
Number of annual support cases 10
Support channel
Web
E-mail
Telephone
Support Basics
Support hours 9am-6pm
M-F (EST)
Response times 8 hours
Number of annual support cases 10
Support channel
Web
E-mail
Telephone
Support Basics
Support hours 24x7
Response times 4 hours
Number of annual support cases Unlimited
Support channel
Web
E-mail
Telephone

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