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.
Choose the level of service best suited to your needs
Public cloud
SecNumCloud Private Cloud
Silver
The Self-Service Offering
Included in all our public cloud offerings, the Silver tier gives you access to support during business hours (BH) as well as self-service resources.
- Support Access During Business Hours
- Submit support tickets and track their resolution via the Customer Portal
- Self-paced learning with our freely accessible user documentation
- Knowledge Base: Find solutions to known issues
- Support Service Level Agreement (SLA)
Gold
24/7 support
Particularly well-suited for clients who cannot afford any service interruption, the Gold tier provides 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 in France
Need to lighten your teams’ workload? Our dedicated representatives are here to help, with a team consisting of a Support Specialist (DCSE) and an Adoption Specialist (CSM).
All the advantages of GOLD plus :
- Support provided 100% in France in accordance with SecNumCloud
- A dedicated support agent to oversee the resolution of your tickets, manage escalations, and handle crisis management
- A CSM works with you to ensure the successful adoption of all our solutions
- 10 hours of Professional Services included per year
- A monthly incident report and an annual workshop to present the Product Roadmap
- Join the Beta Test Program to provide early feedback on features currently in development
- Up to 5 workspaces and 2,000 users
Platinum Enterprise
Expertise at Scale, in France
Are you deploying our solutions at scale? The Platinum Enterprise tier extends dedicated support to your entire organization, with an increased volume of Professional Services and security expertise.
All the advantages of PLATINUM plus:
- 40 hours of Professional Services included per year
- Expert security support for using the platform
- Up to 100 workspaces and 30,000 users
Gold souverain
24/7 support in France
Particularly suited for customers who cannot afford even the slightest interruption in service, the Gold tier provides access to 24/7 support.
- 100% Support Provided in France in Accordance with SecNumCloud
- 24/7 Support Access
- Mission-Critical SLA: Service Level Agreements (SLAs) for incident handling and resolution to quickly mitigate risks associated with downtime or poor performance.
Platinum
Dedicated support in France
Need to lighten your teams’ workload? Our dedicated representatives are here to help, with a team consisting of a Support Specialist (DCSE) and an Adoption Specialist (CSM).
All the advantages of GOLD plus :
- Support provided 100% in France in accordance with SecNumCloud
- A dedicated support agent to oversee the resolution of your tickets, manage escalations, and handle crisis management
- A CSM works with you to ensure the successful adoption of all our solutions
- 10 hours of Professional Services included per year
- A monthly incident report and an annual workshop to present the Product Roadmap
- Join the Beta Test Program to provide early feedback on features currently in development
- Up to 5 workspaces and 2,000 users
Platinum Enterprise
Expertise at Scale, in France
Are you deploying our solutions at scale? The Platinum Enterprise tier extends dedicated support to your entire organization, with an increased volume of Professional Services and security expertise.
All the advantages of PLATINUM plus:
- 40 hours of Professional Services included per year
- Expert security support for using the platform
- Up to 100 workspaces and 30,000 users
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
Platinum Enterprise
Technical support
Access to the Customer Portal
✔
✔
✔
✔
Server monitoring (Status Page)
✔
✔
✔
✔
Support availability
Business hours (Mon-Fri)
24/7/365
24/7/365
24/7/365
Communication channels
Ticket
Ticket & Phone
Ticket & Phone & DCSE direct line
Ticket & Phone & DCSE direct line
Support location
Multisite
Multisite
France
France
SLA Response time
Critical: 4 working hours
High: 8 working hours
Medium: 8 working hours
Low: 8 working hours
High: 8 working hours
Medium: 8 working hours
Low: 8 working hours
Critical: 30 min
High: 1 hour
Medium: 4 working hours
Low: 4 working hours
High: 1 hour
Medium: 4 working hours
Low: 4 working hours
Critical: 15 min
High: 30 min
Medium: 2 working hours
Low: 2 working hours
High: 30 min
Medium: 2 working hours
Low: 2 working hours
Critical: 15 min
High: 30 min
Medium: 2 working hours
Low: 2 working hours
High: 30 min
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
Critical: 4 hours
High: 1 day
High: 1 day
Critical: 4 hours
High: 8 hours
High: 8 hours
Critical: 4 hours
High: 8 hours
High: 8 hours
Escalation path
Via the Customer Portal
Via the Customer Portal
Via named contacts
Via named contacts
Dedicated support agent
-
-
Included
Included
Professional Services
Professional Services hours included / year
-
-
10 hours
40 hours + expert security support
Monthly incident report
-
-
Included
Included
Training and adoption
Self-service resources
✔
✔
✔
✔
Dedicated Customer Success Manager
-
-
Included
Included
Onboarding
Standardized
Standardized
Personalized
Personalized
Admin & Key Users training
On quotation
2 sessions / year
8 sessions / year
8 sessions / year
Beta Test Program
-
-
On request
On request
Annual Product Roadmap workshop
-
-
Included
Included
Silver
Support technique
Accès au Portail Client
✔
Monitoring des serveurs (Status Page)
✔
Joignabilité du Support
Heures ouvrées (L-V)
Canaux de communication
Ticket
Localisation du Support
Multisite
SLA Prise en charge
Critical: 4 heures ouvrées
High: 8 heures ouvrées
Medium: 8 heures ouvrées
Low: 8 heures ouvrées
High: 8 heures ouvrées
Medium: 8 heures ouvrées
Low: 8 heures ouvrées
SLA Résolution d'incident
Critical: 4 heures
Parcours d'escalade
Via le Portail Client
Agent Support dédié
_
Professional Services
Heures de Professional Services incluses / an
_
Rapport mensuel d'incidents
_
Formation et adoption
Ressources en libre-service
✔
Customer Success Manager dédié
_
Onboarding
Standardisé
Formation Admin & Key Users
Sur devis
Programme Beta Test
_
Atelier annuel Roadmap Produit
_
Gold
Support technique
Accès au Portail Client
✔
Monitoring des serveurs (Status Page)
✔
Joignabilité du Support
24/7/365
Canaux de communication
Ticket & Téléphone
Localisation du Support
Multisite
SLA Prise en charge
Critical: 30 min
High: 1 heure
Medium: 4 heures ouvrées
Low: 4 heures ouvrées
High: 1 heure
Medium: 4 heures ouvrées
Low: 4 heures ouvrées
SLA Résolution d'incident
Critical: 4 heures
High: 1 jour
High: 1 jour
Parcours d'escalade
Via le Portail Client
Agent Support dédié
_
Professional Services
Heures de Professional Services incluses / an
_
Rapport mensuel d'incidents
_
Formation et adoption
Ressources en libre-service
✔
Customer Success Manager dédié
_
Onboarding
Standardisé
Formation Admin & Key Users
2 sessions / an
Programme Beta Test
_
Atelier annuel Roadmap Produit
_
Platinum
Support technique
Accès au Portail Client
✔
Monitoring des serveurs (Status Page)
✔
Joignabilité du Support
24/7/365
Canaux de communication
Ticket & Téléphone & ligne directe DCSE
Localisation du Support
France
SLA Prise en charge
Critical: 15 min
High: 30 min
Medium: 2 heures ouvrées
Low: 2 heures ouvrées
High: 30 min
Medium: 2 heures ouvrées
Low: 2 heures ouvrées
SLA Résolution d'incident
Critical: 4 heures
High: 8 heures
High: 8 heures
Parcours d'escalade
Via des interlocuteurs nommés
Agent Support dédié
Inclus
Professional Services
Heures de Professional Services incluses / an
10 heures
Rapport mensuel d'incidents
Inclus
Formation et adoption
Ressources en libre-service
✔
Customer Success Manager dédié
Inclus
Onboarding
Personnalisé
Formation Admin & Key Users
8 sessions / an
Programme Beta Test
Sur demande
Atelier annuel Roadmap Produit
Inclus
Platinum Enterprise
Technical support
Access to the Customer Portal
✔
Server monitoring (Status Page)
✔
Support availability
24/7/365
Communication channels
Ticket & Phone & DCSE direct line
Support location
France
SLA Response time
Critical: 15 min
High: 30 min
Medium: 2 working hours
Low: 2 working hours
High: 30 min
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 8 hours
High: 8 hours
Escalation path
Via named contacts
Dedicated support agent
Included
Professional Services
Professional Services hours included / year
40 hours + expert security support
Monthly incident report
Included
Training and adoption
Self-service resources
✔
Dedicated Customer Success Manager
Included
Onboarding
Personalized
Admin & Key Users training
8 sessions / year
Beta Test Program
On request
Annual Product Roadmap workshop
Included
Gold souverain
Platinum
Platinum Enterprise
Technical support
Access to the Customer Portal
✔
✔
✔
Server monitoring (Status Page)
✔
✔
✔
Support availability
24/7/365
24/7/365
24/7/365
Communication channels
Ticket & Phone
Ticket & Phone & DCSE direct line
Ticket & Phone & DCSE direct line
Support location
France
France
France
SLA Response time
Critical: 30 min
High: 1 hour
Medium: 4 working hours
Low: 4 working hours
High: 1 hour
Medium: 4 working hours
Low: 4 working hours
Critical: 15 min
High: 30 min
Medium: 2 working hours
Low: 2 working hours
High: 30 min
Medium: 2 working hours
Low: 2 working hours
Critical: 15 min
High: 30 min
Medium: 2 working hours
Low: 2 working hours
High: 30 min
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 1 day
High: 1 day
Critical: 4 hours
High: 8 hours
High: 8 hours
Critical: 4 hours
High: 8 hours
High: 8 hours
Escalation path
Via the Customer Portal
Via named contacts
Via named contacts
Dedicated support agent
-
Included
Included
Professional Services
Professional Services hours included / year
-
10 hours
40 hours + expert security support
Monthly incident report
-
Included
Included
Training and adoption
Self-service resources
✔
✔
✔
Dedicated Customer Success Manager
-
Included
Included
Onboarding
Standardized
Personalized
Personalized
Admin & Key Users training
2 sessions / year
8 sessions / year
8 sessions / year
Beta Test Program
-
On request
On request
Annual Product Roadmap workshop
-
Included
Included
Gold souverain
Support technique
Accès au Portail Client
✔
Monitoring des serveurs (Status Page)
✔
Joignabilité du Support
24/7/365
Canaux de communication
Ticket & Téléphone
Localisation du Support
France
SLA Prise en charge
Critical: 30 min
High: 1 heure
Medium: 4 heures ouvrées
Low: 4 heures ouvrées
High: 1 heure
Medium: 4 heures ouvrées
Low: 4 heures ouvrées
SLA Résolution d'incident
Critical: 4 heures
High: 1 jour
High: 1 jour
Parcours d'escalade
Via le Portail Client
Agent Support dédié
-
Professional Services
Heures de Professional Services incluses / an
_
Rapport mensuel d'incidents
_
Formation et adoption
Ressources en libre-service
✔
Customer Success Manager dédié
-
Onboarding
Standardisé
Formation Admin & Key Users
2 sessions / an
Programme Beta Test
-
Atelier annuel Roadmap Produit
-
Platinum
Support technique
Accès au Portail Client
✔
Monitoring des serveurs (Status Page)
✔
Joignabilité du Support
24/7/365
Canaux de communication
Ticket & Téléphone & ligne directe DCSE
Localisation du Support
France
SLA Prise en charge
Critical: 15 min
High: 30 min
Medium: 2 heures ouvrées
Low: 2 heures ouvrées
High: 30 min
Medium: 2 heures ouvrées
Low: 2 heures ouvrées
SLA Résolution d'incident
Critical: 4 heures
High: 8 heures
High: 8 heures
Parcours d'escalade
Via des interlocuteurs nommés
Agent Support dédié
Inclus
Professional Services
Heures de Professional Services incluses / an
10 heures
Rapport mensuel d'incidents
Inclus
Formation et adoption
Ressources en libre-service
✔
Customer Success Manager dédié
Inclus
Onboarding
Personnalisé
Formation Admin & Key Users
8 sessions / an
Programme Beta Test
Sur demande
Atelier annuel Roadmap Produit
Inclus
Platinum Enterprise
Technical support
Access to the Customer Portal
✔
Server monitoring (Status Page)
✔
Support availability
24/7/365
Communication channels
Ticket & Phone & DCSE direct line
Support location
France
SLA Response time
Critical: 15 min
High: 30 min
Medium: 2 working hours
Low: 2 working hours
High: 30 min
Medium: 2 working hours
Low: 2 working hours
SLA Incident resolution
Critical: 4 hours
High: 8 hours
High: 8 hours
Escalation path
Via named contacts
Dedicated support agent
Included
Professional Services
Professional Services hours included / year
40 hours + expert security support
Monthly incident report
Included
Training and adoption
Self-service resources
✔
Dedicated Customer Success Manager
Included
Onboarding
Personalized
Admin & Key Users training
8 sessions / year
Beta Test Program
On request
Annual Product Roadmap workshop
Included
Find out more about our service levels
Our team will be happy to help you find the perfect combination of products and solutions.
