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Follow-up tailored to your needs
Our personalized services are aligned with your needs. With SLAs tailored to your needs, reactive and proactive technical support, as well as monitoring of the adoption of Oodrive solutions, we guarantee the success and optimal ROI of your project.
More than 3500 companies trust us.
Choose the level of service best suited to your needs
Public cloud
SecNumCloud Private Cloud
Silver
The self-service offer
Included in all our offers, the Silver level enables you to get help from support in working hours (HO), as well as access to self-access resources.
- Access to support in working hours
- Ticket opening and tracking via a Customer Portal
- Self-directed learning with our self-service resources
- Support SLA
Gold
24/7 support
Particularly suited to customers who can’t afford even the slightest interruption in service, the Gold level gives access to 24/7 support.
All the benefits of SILVER plus :
- 24/7 support access
- Mission-Critical SLAs: support and incident resolution SLAs to rapidly reduce the risk of downtime or poor performance.
Platinum
Dedicated support
Need to relieve your teams? Our dedicated contacts are there to help you, with a Support (DCSE) and Adoption (CSM) team.
All the advantages of GOLD plus :
- A dedicated support agent to manage ticket resolution, escalations and crisis management
- A CSM to help you adopt all our solutions
- Join the Beta Test Program to get an early look at features under development
Gold sovereign
24/7 support in France
Particularly well-suited to customers who can’t afford the slightest interruption in service, the Gold level gives you access to 24/7 support.
Support provided 100% in France, in accordance with SecNumCloud standards
- 24/7 support access
- Mission-Critical SLAs: support and incident resolution SLAs to rapidly reduce the risk of downtime or poor performance.
Platinium sovereign
Dedicated support in France
Need to relieve your teams? Our dedicated contacts are there to help you, with a Support (DCSE) and Adoption (CSM) team.
Support provided 100% in France, in accordance with SecNumCloud standards
All the benefits of GOLD plus :
- A dedicated support agent to manage ticket resolution, escalations and crisis management
- A CSM to help you adopt all our solutions
- Join the GOLD Beta Test Program to get a sneak preview of features under development
Service levels in detail
Discover the range of services tailored to your needs, in terms of both support and guidance.
Public cloud
SecNumCloud Private Cloud
Silver
Gold
Platinum
Technical support
Access to Customer Portal
✔
✔
✔
Server monitoring (Status Page)
✔
✔
✔
Support reachability
Business hours (L-V)
24/7/365
24/7/365
Communication channels
Ticket
Ticket & Phone
Ticket & Phone
Support location
Multisite
Multisite
Multisite
SLA Support
4 working hours
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
-
Critical: 4 hours
High: 1 day
High: 1 day
Critical: 4 hours
High: 1 day
High: 1 day
Climbing course
Via the Customer Portal
Via the Customer Portal
Via named contacts
Dedicated support agent
-
-
Included
Training and adoption
Self-service resources
✔
✔
✔
Dedicated Customer Succes Manager
-
-
Included
Onboarding
Standardized
Standardized
Customized
Admin & Key Users training
On request
2 sessions / year
8 sessions / year
Beta Test Program
-
-
On request
Silver
Technical support
Access to the Customer Portal
✔
Server monitoring (Status Page)
✔
Support reachability
Business hours (L-V)
Communication channels
Ticket
Support location
Multisite
SLA Support
4 working hours
SLA Incident resolution
_
Escalation path
Via Customer Portal
Dedicated support agent
_
Training and adoption
Self-service resources
✔
Dedicated Customer Succes Manager
_
Onboarding
Standardized
Admin & Key Users training
On request
Beta Test Program
_
Gold
Technical support
Access to the Customer Portal
✔
Server monitoring (Status Page)
✔
Support reachability
24/7/365
Communication channels
Ticket & Phone
Support location
Multisite
SLA Support
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 1 day
High: 1 day
Escalation path
Via Customer Portal
Dedicated support agent
_
Training and adoption
Self-service resources
✔
Dedicated Customer Succes Manager
_
Onboarding
Standardized
Admin & Key Users training
2 sessions / year
Beta Test Program
_
Platinium
Technical support
Access to the Customer Portal
✔
Server monitoring (Status Page)
✔
Support reachability
24/7/365
Communication channels
Ticket & Phone
Support location
Multisite
Multisite
Multisite
SLA Support
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 1 day
High: 1 day
Escalation path
Via named contacts
Dedicated support agent
Included
Training and adoption
Self-service resources
✔
Dedicated Customer Succes Manager
Inclus
Onboarding
Personalized
Admin & Key Users training
8 sessions / year
Beta Test Program
On request
Gold sovereign
Platinum sovereign
Technical support
Access to the Customer Portal
✔
✔
Server monitoring (Status Page)
✔
✔
Support reachability
24/7/365
24/7/365
Communication channels
Ticket & Phone
Ticket & Phone
Support location
France
France
SLA Support
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 1 day
High: 1 day
Critical: 4 hours
High: 1 day
High: 1 day
Climbing course
Via Customer Portal
Via named contacts
Dedicated support agent
-
Included
Training and adoption
Self-service resources
✔
✔
Dedicated Customer Succes Manager
-
Included
Onboarding
Standardized
Customized
Admin & Key Users training
2 sessions / year
8 sessions / year
Beta Test Program
-
On request
Gold sovereign
Technical support
Access to the Customer Portal
✔
Server monitoring (Status Page)
✔
Support reachability
24/7/365
Communication channels
Ticket & Phone
Support location
France
SLA Support
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 1 day
High: 1 day
Escalation path
Via Customer Portal
Dedicated support agent
-
Training and adoption
Self-service resources
✔
Dedicated Customer Succes Manager
-
Onboarding
Standardized
Admin & Key Users training
2 sessions / year
Beta Test Program
-
Platinium sovereign
Technical support
Access to the Customer Portal
✔
Server monitoring (Status Page)
✔
Support reachability
24/7/365
Communication channels
Ticket & Phone
Support location
France
SLA Support
Critical: 30 min
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
High: 1 hour
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 1 day
High: 1 day
Escalation path
Via named contacts
Dedicated support agent
Included
Training and adoption
Self-service resources
✔
Dedicated Customer Succes Manager
Inclus
Onboarding
Personalized
Admin & Key Users training
8 sessions / year
Beta Test Program
On request
Benefit from dedicated Oodrive resources
Antoine Kronek
Dedicated Customer Support Engineer
The DCSE makes sure you’re satisfied with the way your support requests are handled.
Léa Vignon
Customer Success Manager
The CSM makes sure you get the most out of Oodrive solutions.
Jérôme Aragnou
Project Manager
The Project Manager deploys the solution in accordance with the defined conditions.
Find out more about our service levels
Our team will be happy to help you find the perfect combination of products and solutions.
