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.
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 effectively with our support team.
We use Zendesk as a backend for our support request system. Zendesk automates the process of assigning tickets to the right DoiT experts. When you submit an issue, Zendesk automatically sends emails on our behalf so you know that your request 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 tickets
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 requests 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 5:00 PM local time on regular business days.
Support is available for four severity levels—P1, P2, P3, and P4—as defined in the table. Support requests classified as P2 through P4 will be addressed by the DoiT regional support center geographically closest to the Customer contact who submitted the request.
If a P2—P4 request 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) |
Support requests 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) requests are handled (24/7).
View requests
To view the list of requests, sign in to the DoiT console, select Expert inquiry from the top navigation bar. You'll see a list of your recent tickets. Select View all tickets to see a complete list.
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.
When you first visit the Requests 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 Requests 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.
To copy in additional recipients on all new support requests, use the Default Emails List.
Footnotes
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UTC spans crossing midnight note the previous day (-1d) or following day (+1d). ↩