Consulting and support
DoiT offers consulting and support for Amazon Web Services, Google Cloud, Microsoft Azure, and the DoiT Platform, tailored to the specific tier or service you're subscribed to.
This service is available only to customers who purchase cloud services or products from DoiT International.
Expert inquiry system​
The DoiT console is the portal of our expert inquiry system.
We recommend that you always open inquiries via the DoiT console. This way, we'll have more context about your environment and can diagnose the issue quicker. It also allows you to track the status of all your inquiries and interact effectively with our support team.
We use Zendesk as a backend for our expert inquiry system. Zendesk automates the process of assigning inquiries to the right DoiT experts. When you submit an inquiry, Zendesk automatically sends emails on our behalf so you know that your inquiry has been received and is being processed.
Response time​
Check out our live Support stats for a testament to our delivery model.
1. Service Level Objectives (SLOs)​
The table below lists our Service Level Objectives (SLOs) for the following customers:
- Customers prior to February 1st, 2024 and all other Customers that purchase products or services from DoiT not otherwise highlighted here.
- Customers subscribed to the DoiT Cloud Solve Standard or Enhanced tier
- Customers subscribed to the DoiT Cloud Intelligenceâ„¢ Enhanced tier
- Customers subscribed to the DoiT Cloud Intelligenceâ„¢ Essentials tier and purchased one-time support services for raising a Ticket with DoiT
Severity | Support level | Maximum response time (SLO) |
|---|---|---|
| General Guidance | Low (P4) | 12 hours (business hours) |
| System Impaired | Normal (P3) | 4 hours (business hours) |
| Production System Impaired | High (P2) | 2 hours (business hours) |
| Production System Down | Urgent (P1)* | 30 minutes (24/7) |
2. Service Level Agreements (SLAs)​
The table below lists our Service Level Agreements (SLAs) for the following customers and subject to any additional terms specified in the Customer's agreement:
- Customers subscribed to the DoiT Cloud Solve Premium tier.
- Customers subscribed to the DoiT Cloud Intelligenceâ„¢ Enterprise tier.
Severity | Support level | Maximum response time (SLA) |
|---|---|---|
| General Guidance | Low (P4) | 12 hours (business hours) |
| System Impaired | Normal (P3) | 4 hours (business hours) |
| Production System Impaired | High (P2) | 2 hours (business hours) |
| Production System Down | Urgent (P1)* | 30 minutes (24/7) |
* If five (5) or more Priority 1 incidents supposedly related to DoiT's platform issues are reported during any rolling 30 days period for the same account, any subsequent incidents for the same account will be excluded for the purposes of calculating whether the SLO/SLA has been met until DoiT determines otherwise.
2.1 Calculating Response Time​
DoiT's response time shall be calculated as the total time between when Customer submits a support request and when DoiT or DoiT's support representative specifically acknowledges the request and provides a first substantive response provided either by (i) by DoiT's Chatbot AVA or (ii) a response by a qualified support representative that confirms review of the issue and either provides initial troubleshooting guidance or clearly identifies next steps toward resolution.
2.2 Remedies​
2.2.1 Services Credit​
In the event DoiT does not meet the applicable Maximum Response Time (and specifically excluding the Support Exclusions detailed below), You become eligible to receive a Services Credit, upon submission of a Services Credit Request, according to the process requested by DoiT (and detailed under the "Services Credit Request" detailed below).
2.2.2 Services Credits Request​
To receive a Services Credit, the Customer must submit a request via a ticket submitted on the DoiT Platform specifying: (i) the dates and times of each failure to reply within the Maximum Response Time that the Customer claims to have experienced; (ii) include the Customer's request logs that document the errors and corroborate the claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks); and (iii) be received by DoiT within fifteen (15) business days of the last reported incident in the request. If the Services Credit Request is confirmed by DoiT, then DoiT will issue the Services Credit to the Customer's account within a maximum period of forty-five (45) business days. The Customer's failure to provide a request and other information as required above will disqualify the Customer from receiving a Services Credit.
2.2.3 Service Credits Calculation​
The calculation of Service Credits will be calculated as specified in the below table, provided that the Customer raised a Service Credit Request as specified in Section 1.5 above.
| SLA Category | Response Time Guarantee | Service Credits |
|---|---|---|
| Priority 1 (Production System Down) | 30 min, 24/7 | $500 per violation |
| Priority 2 (Production System Impaired) | 2 business hours | $250 per violation |
| Priority 3 (Systems Impaired) | 4 business hours | $100 per violation |
| Priority 4 (General Guidance) | 12 business hours | No penalty |
2.2.4 Services Credit Limitations​
Services Credits may not be exchanged for, or converted to, monetary amounts. Service Credits do not earn interest. Services Credits will not accumulate within the total subscription period in an amount more than 1% of the service fees for the applicable Solution in the prior 12 months. Services Credits expire when the applicable term ends.
2.2.5 Exclusive Remedy​
The provided Service Credits describes Customer's exclusive remedy and Provider's entire liability for any failure of the Services to meet the Maximum Response Time.
3. Definitions​
3.1 "Available Minutes" means the total number of minutes in a calendar month, minus Excluded Minutes or Support Exclusions.
3.2 "Excluded Minutes" means when the Services is not available because of (a) a Force Majeure Event; (b) general Internet connectivity issues beyond Provider's control ; (c) equipment or software made available by anyone other than Provider and that is not within Provider's reasonable control; or (d) Customer's use of the Services in a manner not authorized by the Agreement.
3.3 "Support Exclusions". DoiT support obligations do not apply to any unavailability, suspension or termination of the Services, or performance issues: (i) resulting from a suspension of Services following Customer's fault or negligence ; (ii) caused by factors outside of DoiT's reasonable control, including any force majeure event, Internet access or related problems outside the Services; (iii) resulting from any actions or inactions of You or any third party; (iv) resulting from Your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within DoiT's direct control); or (v) arising from our suspension and termination of Your right to use the Services due to Customer's fault or negligence.
Global support regions​
DoiT provides support for customer inquiries from global support centers located in the APAC, EMEA, and AMER regions, as outlined in the table below. Each support center operates from 9:00 AM to 6:00 PM local time on regular business days.
Support is available for four severity levels—P1, P2, P3, and P4—as defined in the table. Inquiries classified as P2 through P4 will be addressed by the DoiT regional support center geographically closest to the Customer contact who submitted the inquiry.
If a P2—P4 inquiry is submitted outside of local business hours, it will be addressed when the corresponding regional support center resumes operations. Our support teams observe public holidays specific to their respective regions, and in such cases, support may resume on the next business day.
DoiT support locations​
| Region | Local business days | Local business hours | Representative time-zones | Window in UTC1 |
|---|---|---|---|---|
| APAC | Mon—Fri | 09:00—18:00 | UTC+8—UTC+10 | 23:00 (-1 d)—10:00 |
| EMEA | Mon—Fri | 09:00—18:00 | IST (UTC+2), CET (UTC+1), GMT (UTC±0) | 07:00—17:00 |
| AMER | Mon—Fri | 09:00—18:00 | EST (UTC-5), CST (UTC-6), MST (UTC-7), PST (UTC-8), | 14:00—01:00 (+1 d) |
Inquiry severity levels​
| Severity level | Description | SLA |
|---|---|---|
| Urgent (P1) | Production System Down | 30 minutes (24/7) |
| High (P2) | Production System Impaired | 2 hours (business hours) |
| Normal (P3) | System Impaired | 4 hours (business hours) |
| Low (P4) | General Guidance | 12 hours (business hours) |
Additional service-coverage rules​
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Public holidays: Regional delivery teams observe all statutory holidays in their respective countries or regions; coverage is unavailable during these periods.
-
Out-of-scope hours: Any time outside the windows defined above is considered outside the standard Service Level Agreement.
-
Production System Down: Urgent (P1) inquiries are handled (24/7).
View inquiries​
To view the list of inquiries, sign in to the DoiT console, select Get expert advice from the top navigation mega menu, and then select View all expert inquiries.
By default, the page lists all of your current inquiries.
You can filter inquiries by their properties, including status, inquiry ID, requester, subject, platform, and severity.
When you first visit the Expert inquiries page, your browser may prompt you to allow notifications. If you select Allow, you'll be notified whenever your inquiries (or any inquiries you are CCed on) are updated.
View a specific inquiry​
To view the details of a specific inquiry, select the inquiry ID or its subject on the Expert inquiries page.
You can check all the interactions with our support team on the inquiry or join the conversation.
You can also use the Add CCs icon to include additional recipients so they can monitor the inquiry.
To copy in additional recipients on all new inquiries, use the Default Emails List.
Footnotes​
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UTC spans crossing midnight note the previous day (-1d) or following day (+1d). ↩