Our Award-winning Service First Support is unlike any other in the industry. Located in the US, our always-on team of certified technicians provide deep and knowledgeable expertise across our large managed cloud portfolio. Small and mid-sized businesses have access to dedicated support teams – a first in the industry – making Cloud Computing Store Service First technicians a true extension of our clients’ internal teams.
When we sat down to put a name to our dedication to clients, we landed on a phrase that describes our work ethic as it’s practiced each and every day: Service First. Service First Support by Cloud Computing Store is not a radical (or dare we say ‘fanatical’) concept – it’s our promise to deliver a transparent, responsive, always-on, empathetic and results-driven support model.
Have you ever seen a provider promise a 1-hour response time to your ticket issue? We hadn’t, so we made it part of our Bill of Rights SLA. It not only combines granular visibility with the highest service level standards, but happens to be the industry’s only self-monitoring agreement. Why is it called Bill of Rights? As your partner, we feel you’re entitled to see how we’re performing and know ahead of time how you’ll be compensated if we fall short of a promise. No complaining. No compiling data. Just pull up your real-time SLA report card in LEAP.
We learned a long time ago that hosting providers who don’t value transparency can never be a true partner to customers. Bottom line: You need full visibility and real-time communication when something misfires — so that’s why Cloud Computing Store is an open book. From how long customers wait to talk to engineers to data center uptime, we publish all critical network, system and cloud service data to our status site, OT.Cloud Computing Store.com. Whether you’re our biggest or our smallest customer – or not a customer at all – we invite you to see how we’re performing.
Implementing a new infrastructure solution or preparing for a migration are undoubtedly stressful. But with Cloud Computing Store’s all-inclusive, white-glove onboarding process, you will know everything that’s happening with your new environment as we bring you online and assist with the transition. Any problems you encounter will be taken care of quickly and with care, and when onboarding is complete, you’ll have all the pertinent information required to utilize your Cloud Computing Store environment in the best, most-efficient manner possible.
Assess
Gather performance metrics, define environment needs and select best infrastructure based on future state goals.
Architect
Design and optimize environment, while assessing managed services needs.
Deploy
Create initial environment space, and assist with migration if needed.
Manage
Consolidate documentation, provide platform tutorials, and hand-off the environment.
When things just aren’t going your way, there are many ways to get in touch with us. Our team of expert admins and engineers are available 24/7/365. If you need access to a senior staff member, our SLA guarantees that you’ll hear from them in less than 90 minutes.
Our super-speedy ticket system powered by our LEAP Control Panel often enters tickets in the queue quicker than phone requests – so whether you prefer digital issue reporting or personal, we are happy and quick to help. Oh yea, and we never outsource our support to third parties, so you will always be in contact with one of Cloud Computing Store’s team members.
Most Cloud Computing Store service portfolios qualify for a dedicated Service First Support Team. These 24/7 teams are assigned to a defined group of accounts, so in your business’s time of need, you will reach a familiar voice who is knowledgeable about your account and solution. We feel that’s the only way to truly put your business first.
The very notion of Service First is rendered moot without the proven expertise required to serve complex, ever-evolving infrastructure needs. We base our service model on a foundation of continuing education and corporate-level certifications. That’s resulted in hundreds of certifications that help us master operations, processes, procedures, business practices and corporate-level partnerships. Here’s a small sample of our certification categories.
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