Operational Support Plans

Cycle Computing provides a variety of support plans to meet our customer needs. The plans offers a range of support options depending on business needs, time frames, criticality of workloads, and budgets. The Bronze plan is designed for workloads that are not time constrained or business critical. Silver support is designed for production workloads that are not considered business time critical. The Gold plan designed for business critical workloads where downtime could impact business operations. The details of each are given below. Note, that the specification for each level is the maximum SLA, but we strive to exceed that for all levels of support.

For extremely critical workloads, we offer Urgent tickets that provide a 4-hour maximum response time 24/7/365. The Silver and Gold plans include the specified number of Urgent tickets and offer the ability to purchase more.

Bronze Silver Gold
Response time1 2 business days 1 business day 4 business hours
Business hours (ET)1 9 AM – 5 PM 8 AM – 8 PM 8 AM – 8 PM
Urgent tickets2 0 1 2
Support methods3 Email/Portal Email/Portal Email/Portal
Access to download portal Yes Yes Yes

1 Business days are Monday through Friday, excluding NYSE Holidays.
2 Support plans that include urgent tickets are eligible for purchase of additional urgent tickets.
3 For cases that require interactive troubleshooting, Cycle Computing support may initiate a screen sharing session.

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