Microsoft Cloud Support
Aztek Support. We're Here When You Need Us.
Aztek’s support center provides customers with a wide variety of Microsoft cloud support services, in accordance with an SLA that fits their needs. Our support team uses innovative tools that communicate with Aztek’s support center in real-time. This allows our staff to quickly identify and fix problems while preventing potential faults from occurring. Support is provided by Aztek’s certified Azure, Office 365, and Security technical teams, who accompany every support request until its resolution.
Our support center is availble to you throughout:
+972-8-9181111 Extension 2 or 3
The Aztek Support Portfolio:
CloudCare Premium
Aztek’s Azure support includes:
| Severity Level | Initial Response Time | Incident details |
|---|---|---|
| Critical Incident | 24X7, except Yom Kippur Up to 1 hour from opening support request | Critical Impact on Business; Significant loss or damage to the service (disabled system) |
| Major Incident | 24X7, except Yom Kippur Up to 4 hours from opening support request | Moderate impact on business; Loss or moderate service damage. The organization can continue to function, even if poorly |
| Minor Incident | Sunday to Thursday, 9am to 6pm (IST) Up to 6 hours from opening support request, excluding holidays and holidays eve | Minimal impact on the organization; Functions substantially without significant harm to services |
| Additional services | ||
| Technical support | Dedicated cloud architect | Eligible for customer service with a minimum consumption of $ 5000 per month, for 3 consecutive months. |
| Quarterly Review | Architecture review of actual usage, for efficiency and savings | Eligible for customer service with a minimum consumption of $ 5000 per month, for 3 consecutive months. |
| A working day, once a quarter | Implement the quarterly review recommendations | Eligible for customer service with a minimum consumption of $ 5000 per month, for 3 consecutive months. |
CloudCare Pro
Aztek’s Office 365 support includes:
| Severity Level | Initial Response Time | Incident details |
|---|---|---|
| Critical Incident | 24X7, except Yom Kippur Up to 1 hour from opening support request | Sunday to Thursday, 9am to 6pm (IST) Up to 6 hours from opening support request, excluding holidays |
| Major Incident | Sunday to Thursday, 9am to 6pm (IST) Up to 6 hours from opening support request, excluding holidays | Moderate impact on business; Loss or moderate service damage. The organization can continue to function, even if poorly |
| Minor Incident | Sunday to Thursday, 9am to 6pm (IST) Up to 6 hours from opening support request, excluding holidays and holidays eve | Minimal impact on the organization; Functions substantially without significant harm to services |