Imagine: CIQ Is Your Team
Your needs are our needs; we are your team.
The CIQ support staff can extend your team to provide the best-in-class escalation help to ensure that you always have access to the answers you need, whenever you need it.
Whatever keeps your IT staff up at night, we want to help!
What You Can Expect From Us
We measure our success on your success, so we take your needs seriously.
Our offerings come in various shapes and sizes designed to help people and teams meet and surpass their goals and expectations. From basic email and ticket-based help, to a direct line to access engineers and developers immediately, our team is your team.
Software infrastructure is multifaceted and complex. Even the best system administrators may need to call on a developer to help debug and resolve panics and regressions, and we want to help you.
Let us prove this to you. Contact us now to learn more.
Contact Us to Learn More
Fill out the form and our team will get right back to you.
| CIQ Support Offerings | Standard | Advanced | Premium | |||
|---|---|---|---|---|---|---|
| Hours of Coverage | Standard Business Day 9am - 5pm PT | Everyday 6am – 6pm local time | 24x7 | |||
| Support Channels | Tickets / Email | Shared Screen, Phone, Tickets, Email & Chat | Shared Screen, Phone, Tickets, Email & Chat | |||
| Number of Cases (Severity 1 Tickets) | 1 simultaneous Ticket per Entitlement | 2 simultaneous Tickets per Entitlement | 2 simultaneous Tickets per Entitlement | |||
| Escalation Efforts | User System Administration Security Escalation |
User System Administration Security Escalation Named Point of Contact Security Engineering Development Escalation |
User System Administration Security Escalation Named Point of Contact Security Engineering Development Escalation Assigned Technical Account Manager 3rd Party Application Support |
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| Support by the Person/Entitlement | Unlimited Nodes, Containers, Virtual Machines | Unlimited Nodes, Containers, Virtual Machines | Unlimited Nodes, Containers, Virtual Machines | |||
| Support by the Node | 100 Nodes = 1 Entitlement | 100 Nodes = 1 Entitlement | Not Available | |||
| Response Times | Initial Response | Ongoing Response | Initial Response | Ongoing Response | Initial Response | Ongoing Response |
| Severity 1 | 1 Business Hour | 1 Business Hour | 30 Minutes | 1 Hour | 15 Minutes | 30 Minutes |
| Severity 2 | 6 Business Hours | 6 Business Hours | 2 Hours | 2 Hours or Agreed | 30 Minutes | 1 Hour or Agreed |
| Severity 3 | 6 Business Hours | 1 Business Day | 2 Hours | 1 Day or Agreed | 45 Minutes | 6 Hours or Agreed |
| Severity 4 | 6 Business Hours | 1 Business Day | 2 Hours | 1 Day or Agreed | 1 Hour | 12 Hours or Agreed |