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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 of service you're subscribed to.

See also

Support request system

The DoiT Console is the portal of our support request system. We recommend that you always open support requests 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 requests and interact with our support team effectively.

Response time

Tip

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 for companies that became DoiT customers prior to 1st February 2024, and for customers subscribed to the Standard and Enhanced tiers of DoiT Cloud Solve.

Severity
Support levelMaximum response time (SLO)
General GuidanceLow (P4)12 hours (business hours)
System ImpairedNormal (P3)4 hours (business hours)
Production System ImpairedHigh (P2)2 hours (business hours)
Production System DownUrgent (P1)30 minutes (24/7)

Service Level Agreements (SLAs)

The table below lists our Service Level Agreements for customers subscribed to the Premium tier of DoiT Cloud Solve.

Severity
Support levelMaximum response time (SLA)
General GuidanceLow (P4)12 hours (business hours)
System ImpairedNormal (P3)4 hours (business hours)
Production System ImpairedHigh (P2)2 hours (business hours)
Production System DownUrgent (P1)30 minutes (24/7)

View requests

To view the list of requests, log in to the DoiT Console, select Services from the top navigation bar, and then select Consulting and support.

The Consulting and support page

By default, the page lists all of your current requests.

You can filter requests by their properties including status, support request ID, requester, subject, platform, and severity.

Note

When you first visit the Consulting and support page, your browser may prompt you to allow notifications. If you select Allow, you'll be notified whenever your requests (or a request you are CCed on) are updated.

View a specific request

To view the details of a specific request, select the support request ID or its subject on the Consulting and support page.

You can check all the interactions with our support team on the request, or join the conversation.

You can also use the Add CCs icon to include additional recipients so they can monitor the request.

The Consulting and support page

Tip

To copy in additional recipients on all new support requests, use the Default Emails List.