Support policy
How does cegedim.cloud support its managed products?
Product support policy
cegedim.cloud's managed services include support. This support is divided into 4 phases:
Standard phase: cegedim.cloud offers full product support.
End-of-sale phase: secondary phase indicating that a new version has been elected in the Standard support phase. We strongly advise you to migrate to a more recent version.
Extended support phase: third phase, starting at the end-of-life (EOL) date announced by the publisher for the product. This means that many services are no longer guaranteed, and switched to best efforts.
End of Support phase: terminal phase activated when cegedim.cloud is no longer able to provide support. Charges may apply if the system is considered a security risk (breach, data compromise, need for isolation).
Here is a detailed listing of features by support phase:
| Description | Standard | End of life | Extended | End of support |
|---|---|---|---|---|
Technical incident supervision & support | ||||
Standard requests | ||||
Guaranteed restoration time | ||||
24x7 Support | ||||
Data backup, restoration and Geo-replication | ||||
Disaster recovery | ||||
Managed cybersecurity | ||||
Quarterly security patches and minor updates | ||||
Critical security patches and updates | ||||
Deployment via ITCare |
How to request support ?
From our could platform manager ITCare, you can create a support request ticket. Either directly from the homepage or from the Support section in the left-hand side menu. Click on the button Make a request.
First, search for the form corresponding to the product you need assistance with by typing the product name in the search bar. Select the form and provide the required information.
A support ticket will be created upon submission.
Please allow up to 7 working days for your request to be processed.
How to report an incident ?
Managed resources are monitored by cegedim.cloud if the Monitoring has been enabled. However, an incident form is available in our cloud platform manager ITCare if you need let us know about an issue that we would have missed.
From the homepage or the Support section of the left-hand side menu, click on the Report an incident button.
To better process your incident, a severity level is required:
No impact
Degradation
Service disruption
Look for the proper form by searching the product name you have an issue with then provide the required information.
An incident ticket will be created, and our support team will contact you as soon as possible.
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