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 only available to customers who purchase cloud services 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.
Service Level Objectives (SLOs)
The table below lists our Service Level Objectives (SLOs) for the following customers:
- Customers prior to 1st February 2024
- Customers subscribed to the DoiT Cloud Solve Standard or Enhanced tier
- Customers subscribed to the DoiT Cloud Intelligence™ Enhanced tier
- Customers subscribed to the DoiT Cloud Intelligence™ Essentials tier and purchased the one-time service for individual inquiries
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) |
Service Level Agreements (SLAs)
The table below lists our Service Level Agreements (SLAs) for the following customers:
- Customers subscribed to the DoiT Cloud Solve Premium tier.
- Customers subscribed to the DoiT Cloud Intelligence™ 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) |
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 advice from the top navigation bar, 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). ↩