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.
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 SLOs or Service Level Objectives for the following companies:
- Customers prior to 1st February 2024
- Customers subscribed to the Standard and Enhanced tiers of DoiT Cloud Solve
- Customers subscribed to DoiT Cloud Intelligence™ Enhanced tier
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 SLAs or Service Level Agreements 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) |
View requests
To view the list of requests, sign in to the DoiT console, select Services from the top navigation bar, and then select Consulting and support.
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 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.
To copy in additional recipients on all new support requests, use the Default Emails List.