IONOS SE
1. Description of 24/7 IONOS Cloud support service
IONOS Cloud customers have access to a comprehensive range of support services designed to make the use of IONOS Cloud services as efficient and trouble-free as possible. Here is a detailed list of the services available to these customers:
1.1 24/7 support access 365 days a year
Customers can always receive support from qualified personnel who are trained to provide fast and effective solutions. The 24/7 IONOS Cloud Support can be reached as follows: Support hotline: +49 30 577 00 820 Support email: support@cloud.ionos.com
1.2 Transmission of information
Support tickets must meet the following criteria on both sides:
The subject of the email should contain a unique ticket ID from the cloud customer‘s ticket system, if available,
an automatic acknowledgement of receipt must be sent, and
the processor of the record must be named
Contact options (email/telephone)
Information on the instances and service concerned
Time stamp
Upon receipt of a support request, a trained system administrator will contact the cloud customer Support. Support requests are processed in compliance with the response times defined below.
The following response times apply to incoming support requests:
Malfunction (service is not available or its use is restricted) < 1 hour
Service or information request < 72 hours
Within the response times specified above, cloud customer will receive a qualified statement. This includes either a statement on the completion of the process or, if the process has not yet been completed, an initial assessment of the support request and information on how to proceed. In the case of malfunctions, the cloud customer will additionally be informed about the extent of the malfunction and the expected duration of the malfunction elimination.
1.3 Responsibilities
The 24/7 IONOS Cloud Support has no authorisation to log on to virtual resources of the Cloud customer, nor to make any changes.
1.4 Overview of support services for cloud customers at IONOS:
Technical Support
Help with troubleshooting and solving technical problems in connection with the IONOS Cloud services.
Maintenance announcements and system updates
Regular information about planned maintenance work and system improvements
Announcements about required security updates
Service requests
Processing specific requirements, such as Cloud Connect
Requests for additional services, including penetration tests, MS SQL licenses, and data upload services
Help with account and invoice management
First point of contact for administrative matters relating to account management and billing
Management of status page for incidents
Providing and updating information on the status page during incidents to inform customers about the current status of the services
Provision of the Reason for Outage documents
2. Support agreement for Partner of IONOS
In addition to the general cloud customer services, IONOS partners have access to extended support levels and commitments tailored to their specific needs. The following additional services are available to them:
2.1 1st level support
The Partner undertakes to provide the following support and services to its end customers. The same applies for Distributors via their Resellers:
Information and service requests regarding
Contract (contract details, general terms and conditions, GTCs etc.)
Customer master data
Accounting
Subcontract Management
Management of individual contracts
Determination or modification of the resourses
User administration
Deletion of unneeded resources and contracts
Support of virtual machines, operating systems, and services outside the scope of IONOS Cloud services
Root cause analysis and remediation
Monitor or subscribe of IONOS Cloud status page status.ionos.cloud
Execution or forwarding of maintenance announcements
Forwarding technical problems and incidents regarding IONOS Cloud products to 24/7 IONOS Cloud Support (clause 1.2 lists the required information)
Ticket responsibility and communication to the customer always remains in 1st level support
2.2 2nd level support
Optionally, a Partner in the Partner level "Platinum" can achieve 2nd level support status to ensure the best possible service delivery. For Distributors, 2nd level support status is mandatory. Partners are trained and certified accordingly in this regard.
In order to achieve and maintain 2nd level support status, the Partner undertakes to maintain the relevant certifications and to diagnose and qualify a fault to the best of its ability within the scope of the support. This includes the following aspects:
Details about components involved
IPs, UUIDs, operating system, applications and versions
Performance measurement (tools specified by IONOS Cloud)
Network (internal/external connection - bandwidth, PPS, latency)
Storage (bandwidth, IOPS, latency)
Compute (Stealtime, load, cpu/iowait)
Detailed error pattern analysis
exact error description/derivation
Log messages
Extract Monitoring
Clear time information (date, time, time zone)
Transmission of setup relevant details
Update status
Configuration details of the components involved in the malfunction
Incidents and performance limitations must always be reported to IONOS
2.3 3rd level support
The 3rd level support is provided exclusively by 24/7 IONOS Cloud Support. The support services include the following:
Troubleshooting with regard to the services offered by IONOS Cloud
Announcement and communication of maintenance announcements
Service Requests, for example, Cloud Connect, Private Cross Connect, Reverse DNS, penetration testing, MS SQL licenses, data upload service
2.4 Ticket handling at IONOS
2.4.1 The Partner's end customers or the Distributor's Reseller will not be provided with a direct communication channel to the 24/7 IONOS Cloud Support of IONOS. The Partner shall provide 1st level support to its customers for the purpose of information and service requests as well as support in case of malfunctions on the operating system, application and configuration level of the virtually used resources of IONOS.
2.4.2 If restrictions are due to the services provided by IONOS, these must be reported by a support employee of the Partner to the 24/7 IONOS Cloud Support.
2.4.3 Escalations, for example, exceeded response times of 24/7 IONOS Cloud Support response time, shall be communicated to the Head of 24/7 IONOS Cloud Support either by telephone or by email directly by the Partner. The response time, as stated in clause 1.2, measured from the time the Partner Support employee has submitted a fault to IONOS Cloud Support as described in clause 1.2. This escalation measure shall only be permitted after the regular support process described in clause 1.2 has been fully completed. The 24/7 IONOS Cloud Support Management team can be reached as follows: Phone: +49 30 577 00 8240 Email: support-escalations@cloud.ionos.com IONOS may change the contact details of the Head of 24/7 IONOS Cloud Support by giving five (5) business days' notice in text form.
2.4.4 If the information transmitted to 24/7 IONOS Cloud Support in the context of a ticket changes (e.g. contact person, email addresses, telephone number, status of the 1st level support ticket), this change must be communicated to 24/7 IONOS Cloud Support immediately. This is essential for a reliable exchange of information and thus a timely processing of support requests.
2.5 Authentication
To protect the customer and their virtual infrastructure, tickets can only be processed with prior authentication of the reporting party. For this purpose, we recommend creating an individual access plus support PIN in the Data Center Designer for each partner support employee, which the partner must do.
2.6 Responsibilities
The 24/7 IONOS Cloud Support has no authorization to log on to virtual resources of the Partner or its customers, nor to make any changes.
2.7 Trainings
In order to ensure the best possible communication and cooperation with all partners, 24/7 IONOS Cloud Support offers regular training sessions to Partner Support staff, either free of charge or at a charge. These include the following contents:
Presentation of 24/7 IONOS Cloud Support
Incident management and request fulfilment processes of IONOS Cloud
Interface 24/7 IONOS Cloud Support
Furthermore, IONOS Cloud offers separate training and certification, free of charge or at a charge, for the achievement of 2nd level support status for the Partners. The annual mandatory certifications ensure that a Platinum Partner or Distributor has at least three (3) trained administrators available at all times. This certification includes the aspects mentioned under clause 2.2 for the fastest and best possible root cause identification and elimination in active cooperation.
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