Cloud Customer Care

Support for Partners

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Logicom Cloud Customer Care Support for Partners offers comprehensive support across the entire Microsoft CSP program and can be an essential part of your differentiated value to customers. By using Logicom Support you can increase your confidence in working with Microsoft technologies while offering high quality services, and maintaining high customer satisfaction.

Partner Support helps you to successfully build your Microsoft managed service practice when selling your own managed services for your end-customers’ mission-critical workloads.

Drive customer value

Maximize your customer investment and unlock the full value of Microsoft CSP products

Increase customer satisfaction

Get high-quality and reliable technical support for your customer backed-up by Logicom and Microsoft

Offer prioritized support

Offer 24x7 problem resolution services to your customers utilizing top response times

Win more deals

Address new customer opportunities running mission-critical workloads offering high-quality technical support

Expand your services offerings

Enhance your services portfolio with high-quality support services

Differentiate from competitors

Expand your capabilties in cloud, offering end-to-end managed support for Microsoft CSP products

How to REACH US

cloudcustomercare@logicom.net

Check the contact phones

Fill the request form

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Not sure which plan is right for you?

Compare our latest support plans to determine which option is best for you and your customers

Silver

One Plan per Reseller for all Customers
  • All Services listed on Logicom Cloud
             Marketplace including Marketplace          Operations, Billing and Information
  • Remote support
  • No Response Time SLA
  • Monday - Friday & Sunday:

                 08:00 - 17:30 EET**
  • Support Channels:

             Working Hours: Email, Phone, Web          & Chat
** Hours in EET timezone with daylight saving
Included

Gold

One Plan per Reseller for all Customers
  • Microsoft CSP services only
  • Remote support
  • First Response Time SLA

             Sev 1: 2 hours
             Sev 2: 4 hours
             Sev 3: 8 hours
             Sev 4: Next Business Day
  • Working Hours: Sev 1-4

             Monday - Friday & Sunday:

                08:00 - 17:30 EET**
  • Extended Hours Support: Sev 1 & 2

             Monday - Friday & Sunday:

                17:30 - 22:00 EET**

             Saturday:

                08:00 - 22:00 EET**
  • Support Channels:

             Working Hours: Email, Phone, Web &          Chat

             Extended Hours: Email Only
  • Request escalation management
  • Support for Non-Microsoft CSP Online
             Services is provided as per the included
             Silver Plan only
Purchase
** Hours in EET timezone with daylight saving
Optional
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Platinum

One Plan per Reseller for all Customers
  • Microsoft CSP services only
  • Remote support
  • First Response Time SLA

             Sev 1: 1 hours
             Sev 2: 2 hours
             Sev 3: 4 hours
             Sev 4: Next Business Day
  • Working Hours: Sev 1-4

             Monday - Friday & Sunday:

                08:00 - 17:30 EET**
  • Extended Hours Support: Sev 1 & 2

             Monday - Friday & Sunday:

                17:30 - 22:00 EET**

             Saturday:

                08:00 - 22:00 EET**
  • Support Channels:

             Working Hours: Email, Phone, Web &          Chat

             Extended Hours: Email Only

             Critical Situation: Phone Only*
  • Request escalation management
  • Critical Situation Management

             24/7 - Severity 1 Only
  • Support for Non-Microsoft CSP Online
             Services is provided as per the included
             Silver Plan only
Contact Us
* Via Dedicated Phone Number Only
** Hours in EET timezone with daylight saving
Optional

Ticket Request Priority

Severity 1

Significant loss or degradation of services with critical impact to the Customer’s business operation and there is no viable detour or workaround available.

Severity 2

Moderate loss or degradation of services or significant aspects of the Customer’s business operation is being negatively impacted by unacceptable services performance. Also, calls that have been previously classified as or Severity 1 calls for which there is a viable detour or workaround available.

Severity 3

Operational performance of the services is impaired with minimum business impact while most Customers’ business operation remains functional. Also, any other problem which the user can easily avoid or detour, for which there is no urgency for resolution.

Severity 4

Information is required on product information, installation or configuration, for products or services covered by the Agreement in place. There is clearly little or no impact to the Customer’s business operation.