**For an additional fee, SLAs can be shorter and support hours can be extended. Please contact your sales concierge for pricing.
Support Agreement
Cloud Advisors standard hours of support are 7:00 a.m. to 7:00 p.m. CST Monday through Friday. Support inquiries are managed through our support desk ticketing system. To request support, send an email to support@cloudadvisors.io. Cloud Advisors is closed in observation of the following holidays:
New Year's Day,Memorial Day, 4th of July,Labor Day,Thanksgiving Day,Christmas
**Holidays that fall on a Saturday will be observed on Friday and holidays that fall on Sunday will be observed on Monday.
Click on the " + " icon above to view our support terms and agreement.
Service Level Agreement
All services have a Service Level Agreement (SLA) of 6 hours within our standard business hours.
Click on the " + " icon above to view our service level terms and agreement.
Virtual Shared Drive
Support included with Virtual Shared Drive
**The following is included as part of the subscription service:
- Password rest
- Enable locked device
- Enable locked account
- Login issues to Virtual Shared Drive
- Restore deleted file
Not included with Virtual Shared Drive
**These services will incur charges.
- Setup new user
- Recovery of many directories of files that were deleted
- Migration of data ourside the initial setup of Virtual Shared Drive
- Virus or Malware removal
Virtual WorkSpace
Support included with Virtual WorkSpace
**The following is included as part of the subscription service:
- Password Reset
- Reboot of Virtual WordSpace
- Rebuild of Virtual WorkSpace
- Enable locked account
- Login issues to Virtual WorkSpace
Not included with Virtual WorkSpace
**These services will incur charges.
- Setup new user or Virtual WorkSpace
- Installation of new application(s) or re-installation of existing application(s)
- Setup of new printer
- Virus or Malware removal
- Creation of new Virtual WordSpace images
Virtual Server
Support Included with Virtual Server
** The following is included as part of the subscription service
- 24x7 monitoring of Virtual Server(s)
- 24x7 alerting of Virtual Server
- Free Disk Space
- Memory Utilization
- CPU Ultilization
- Up/Down
- Custom Alerts
- Cloud Advisors standard response is 7:00 a.m to 7:00 p.m. Monday through Friday, excluding holidays. This does not apply if a custom support agreement is in place.
- Security creation rules for remote access to the server
- Nightly image level backup of Virtual Server
- Nightly file level backup of critical files defined during setup of Virtual Server
Not Included with Virtual Server
**These services will incur charges.
- Restoration of server image of files
- Renewal and installation of SSL
- Installation of new application(s) or re-installation of existing application(s)
- Response to server alerts or issues outside of standard business hours. This does not apply if a custom support agreement is in place.
- Virus or Malware removal