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Support Plans

Support level

Response time

Price per Ticket

Support Domain and examples

Basic

Please refer to response time table for incidents and outages

Free

Basic level support is free and includes:

  • Knowledge Base (24x7)
  • Live Chat (8x5)
  • Support in case of outages or incidents
  • Clarification of service and web portal
  • Recommended actions

Standard

24 business hours

Support offered by first line and support of maximum one hour. Support case examples:

  • Setting up Microsoft subscriptions on behalf of customer in web panel
  • Setting up voice service in web panel
  • Setting up add-on in web panel

Priority

8 business hours

Buy Now

with /month Priority level subscription

Buy Now

Support offered by first line and support of maximum one hour. Support case examples:

  • Setting up Microsoft subscriptions on behalf of customer in web panel
  • Setting up voice service in web panel
  • Setting up add-on in web panel

Stated response time is the maximum time to start with support. Business hours are 9:00-17:00 CET on weekdays, excluding national holiday. Support requests exceeding one-hour workload or requiring senior engineering involvement are considered professional services projects. Examples include:

  • Setting up a Cloud PBX
  • Migration requests: Migration to Office365,
  • Migration from Skype4Business,
  • implementation Windows Virtual Desktop

Looking for seamless transition to cloud communication?
We are here to help.

For immediate assistance, try real time chat or call:
MachCloud B.V.
Evert van de Beekstraat 1, Unit 104
1118 CL, Schiphol
The Netherlands
Call: +31 88 622 4000

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