Service Management

All SoftwareONE Managed Cloud Customers will be given access to SoftwareONE’s Service Management Console

SoftwareONE can be contacted as follows:

SoftwareONE Managed Cloud Compute services operate under an ITIL compliant Information Technology Service Management (ITSM) framework with telephone, email, and web portal access to raise Incident and Service Requests which are managed against agreed Service Levels.

Open

To have your ticket be assigned directly to the appropriate service team, SoftwareONE recommends using the Support Portal to log your Incident or Request. Customers who submit Incidents or Requests through email or telephone will be routed to a Service Desk that will perform intake, and triage, then route your ticket to the appropriate service team.

SoftwareONE Managed Cloud’s ITSM services operate 24 hours a day, 7 days a week, 365 days a year.

We guarantee that the SoftwareONE Operations Center used for delivery of your Cloud Managed Service will be available one-hundred percent (100%) of the time in a given month, excluding scheduled maintenance.

In the event that all inbound channels are unavailable, we will credit your account ten percent (10%) of the monthly fee for each thirty (30) minutes of SoftwareONE Operations Center downtime, up to one hundred percent (100%) of your monthly fee for the subscribed Service.

SoftwareONE limit the number of technical contacts that can raise tickets to five (5) per contract.