ENGINEERS ON CALL · 24/7
Cloud4U Technical Support Service
First line — an engineer with enterprise installation experience, not a script. Specialists respond within 10 minutes to any question.
Support Plans
Four Technical Support Plans
Basic
Free / mo
Free for all clients
- ✓Email + personal account
- ✓P1 response — up to 4 hours
- ✓P2 response — up to 8 hours
- ✓Working hours: 9–21 MSK, weekdays
- ✓Knowledge base and FAQ
Popular
Standard
$50 / mo
1 engineer hour per month
- ✓Email + phone + chat
- ✓P1 response — up to 30 min · 24/7
- ✓P2 response — up to 2 hours
- ✓Dedicated line
- ✓Quarterly SLA report
Advanced
$100 / mo
2 engineer hours per month
- ✓Email + phone + chat
- ✓P1 response — up to 20 min · 24/7
- ✓P2 response — up to 1 hour
- ✓Dedicated line
- ✓Monthly SLA report
Premium
$200 / mo
4 engineer hours per month
- ✓All channels + Telegram
- ✓P1 response — up to 10 min · 24/7
- ✓Dedicated engineer and runbook
- ✓DR test failovers
- ✓Annual infrastructure audit
SLA Matrix
Response Time by Priority
| Priority | Description | Basic | Standard | Advanced | Premium |
|---|---|---|---|---|---|
| P1 | Full service outage · production | up to 4h | up to 30m | up to 20m | up to 10m |
| P2 | Partial outage · degraded | up to 8h | up to 2h | up to 1h | up to 30m |
| P3 | Non-critical function · workaround available | up to 24h | up to 8h | up to 4h | up to 2h |
| P4 | Question · consultation | up to 48h | up to 24h | up to 16h | up to 8h |
Response times for each plan are defined in the contract (SLA).
FAQ
Frequently Asked Questions About Support
What is included in free basic support?
−Basic consultations on cloud service configuration and general infrastructure recommendations — free for all clients, 24/7.
Can I get a dedicated engineer?
+Yes, the Premium plan includes a personal engineer with a prepared runbook for your infrastructure.
Weekend and night support?
+Standard, Advanced and Premium plans include 24/7 support. Basic plan working hours are weekdays 9–21 MSK.
Where to report critical incidents?
+Critical incidents (P1) — via the ticket system at client.cloud4u.ru or by phone +7 (499) 404-04-12. Dedicated line is available on Standard+ plans.
Request
Have questions?
Submit a request — a Cloud4U representative will contact you and help choose the right configuration for your workload.
30 days free access
Send a request
