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Service Names
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Onix Cloud Basic Support
Onix Cloud Business Support Onix Cloud Enterprise Support |
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Product Codes
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ONIX-SUP-CLD-BASIC
ONIX-SUP-CLD-BUS ONIX-SUP-CLD-ENT |
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Onix Delivery Team
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Cloud Support Services
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Version
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1.0
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Published
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February 2025
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Onix Technical Support for Google Cloud Platform (GCP) provides access to a Professional Google Cloud certified team of experts to help resolve GCP issues and questions in a timely manner. The service aims to boost collaboration and productivity, reduce unwanted downtime, ensure peak cost efficiency and proactively plan for updated service offerings.
The Onix Support Team will guide onboarding to the Technical Support service. Technical Support Business and Technical Support Enterprise will include a Technical Account Manager guided Service Kick-Off Workshop within ten (10) business days of the agreement signature date unless otherwise agreed upon with Customer.
To ensure adherence to Access Management Policies, only predefined Customer Authorized Contacts will be able to raise a request with the Onix Service Desk.
During Onboarding, Onix will require the customer to identify key contacts (up to 25) who will be added to Onix’s ITSM Platform. These names can be added or removed by the appropriate contact throughout the term of agreement. The Google Sheet for this will be shared with you during the onboarding process. It is the responsibility of the Customer to update Onix with any changes to the list which can be accomplished by reaching out through the Onix Service Desk.
The Onix Service Desk is available for 1st line support for all requests described in this document. The Service Desk can receive tickets from Onix Engineers, Onix TAMs, and the authorized Customer Contacts – from there, the Service Desk will triage the request into one of the following ticket types described through this document:
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Service Level
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Service Desk Hours
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Technical Support Basic
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Monday - Friday | 8AM - 5PM - US East
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Technical Support Business
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24x7
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Technical Support Enterprise
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24x7
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The Onix CMS Service Desk can be contacted through the following channels:
Onix Cloud Support Portal: https://cloudsupport.onixnet.com
Service Desk Email: cloudsupport@onixnet.com
The ticket will be logged into the IT Service Management tool. If triaged as an Incident, it will assign a priority based on the impact and urgency of the information provided.
Onix Service Desk will use reasonable endeavors to find a work-around or solution to the Incident. The Service Desk has multiple escalation routes to 2nd and 3rd Line Engineers, Technical Account Managers, and software vendor support teams. Onix will work with the appropriate resources to provide a resolution to the Incident within the agreed timeframes described in Section 5.4.
The priority of a ticket is not permanent, and can be re-assigned at any point depending on the severity and developing nature of an Incident. Onix reserves the right to re-assign an appropriate priority according to the impact table as described in Section 5.3.
An Incident is defined in the Information Technology Infrastructure Library (ITIL) framework as an unplanned interruption to an IT Service. The goal of Incident Management is to restore service as soon as possible within agreed timeframes. The Onix Support Team may recommend a workaround or emergency change to restore the service such as start/stop of a Compute Engine Instance.
Incidents must be logged through the Onix Service Desk where they will be recorded in the IT Service Management Tool, Jira, and assigned a ticket number. From here, Authorized Customer Contacts and Onix can update the Incident ticket via the Onix Service Desk Portal.
When logging an Incident, the Customer needs to provide as much of the following diagnostic information to Onix as possible:
Onix is not obligated to respond to cases that do not follow the above requirements.
Incident requests submitted by users not on the Authorized Contact list will require Onix to reach out to the Customers’ Primary Contact for approval before any actions or remediation can be discussed or worked on with the contact reaching out – this also applies to P1 tickets.
A priority level should reflect both the urgency of the issue, and its business impact to the Customer. Customer is to indicate the Ticket Priority upon submission of a new Ticket through the Support Portal to ensure intended Response Time.
Onix Support reserves the right to redefine a Ticket priority after it is submitted by Customer to align with the following hierarchy:
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Priority
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Description of Issue
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P1
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Critical - Service Unusable in Production
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P2
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High - Service Use Severely Impaired
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P3
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Medium - Service Use Partially Impaired
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P4
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Low - Service Fully Usable
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Response Time: Time for an agent to respond in a Case
Targeted Resolution Time: Target time to resolve a Case
Note: Time may vary if there is a Product issue from the Product owners (e.g. CSP, software vendor, etc.)
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Priority
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Response Time
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Resolution Target
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P1
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4 Hour (24x5)
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1 Business Day
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P2
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6 Hour (24x5)
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1 Business Day
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P3
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8 Hour (24x5)
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1 Business Day
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P4
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48 Hours (24x5)
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3 Business Days
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Priority
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Response Time
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Resolution Target
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P1
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1 Hour (24x7)
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4 Hours
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P2
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2 Hours (24x7)
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8 Hours
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P3
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4 Hours (24x7)
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1 Business Day
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P4
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24 Hours (24x7)
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3 Business Days
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Priority
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Response Time
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Resolution Target
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P1
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15 Minutes (24x7)
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4 Hours
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P2
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1 Hour (24x7)
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8 Hours
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P3
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4 Hours (24x7)
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1 Business Day
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P4
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24 Hours (24x7)
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3 Business Days
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Upon the resolution of an incident, the Onix Service Desk will contact the Customer to confirm they are satisfied with the result. If the Service Desk does not hear back from the Customer after three attempts to confirm the resolution, the ticket will be closed. Likewise, if the Service Desk has reached out to the customer for more information on an active ticket and does not hear back after three attempts, the ticket will be closed.
Onix’s definition of a Service Request includes the following:
Service Requests must be logged through the Onix Service Desk where they will be recorded in the IT Service Management Tool, Jira, and assigned a ticket number.
From here, Authorized Customer Contacts and Onix can update the request via the Onix Service Desk portal and see progress towards resolution.
All Service Requests will automatically be treated as a P4, as described in Section 5.3, as this type of request should not include service impacting issues.
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Priority
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Response Time
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Resolution Target
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P4
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1 Business Day
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3 Business Days
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Upon the completion of a Service Request, the Onix Service Desk will contact the Customer to confirm they are satisfied with the result. If the Service Desk does not hear back from the Customer after three attempts to confirm the resolution, the ticket will be closed. Likewise, if the Service Desk has reached out to the customer for more information on an active ticket and does not hear back after three attempts, the ticket will be closed.
Where applicable the Onix Technical Account Manager (TAM) will act as an escalation contact for Google Cloud issues.
Tickets may be escalated by logging in to the Onix Support Portal and clicking the Escalate button within the support ticket.
The Onix Service Desk will respond within 60 minutes within the service hours described in Section 5.4 to confirm the escalation. The Service Desk will escalate the ticket within the Onix team. For cases opened with the software support vendor, the Onix Service Desk will follow the vendor escalation process and monitor until the vendor responds.
Tickets should not be escalated before the SLA response time has been reached. In the event that a ticket is escalated prior to first response and within the contracted first response time, the Onix Service Desk will make sure the ticket is being addressed and respond as normal.
For changes in business impact or urgency, please update the ticket with information about the business impact when escalating the ticket.
As part of the Technical Support Business and Technical Support Enterprise services, the Onix Technical Account Manager can assist with configuring budget and consumption alerts using the Cloud Console and provide recommendations on best practice.
As part of the Technical Support Business and Technical Support Enterprise services, the Onix Technical Account Manager can assist with configuring a standard suite of Infrastructure alerts to monitor the performance of Cloud workloads. These monitors will include, but not be limited to, the following:
Best practice alerting thresholds will be applied, and can be adjusted as the relationship progresses to ensure that any alerts received are valuable. These monitors will be applied to all applicable workloads, and Customers may request up to 5 additional custom monitors to be created and maintained.
Responsibility for response and resolution of any alerts received remains with the customer and is not part of this Onix Support Service.
To enable Availability and Performance Monitoring, Onix may install, or have the customer install, the following list of agents to the Customer VM’s during the onboarding process:
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Cloud Platform
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Agent/Role
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Use
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Vendor
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GCP
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Ops Agent
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VM telemetry and log collection
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GCP
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Onix provides the Customer with a named Technical Account Manager (TAM). The TAM is responsible for ensuring that the service(s) provided meet the specifications detailed in this document and will act as an escalation point for the Customer within the Onix Support Team.
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Service
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Weekly TAM Hours
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Onix Cloud Basic
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N/A
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Onix Cloud Business
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2 Hours
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Onix Cloud Enterprise
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8 Hours
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The Onix TAM will actively monitor Customer’s support tickets with both Onix and the software vendor, and is available during Customer business hours to discuss support issues or create support tickets on the Customer’s behalf. The TAM will provide updates and reports on support activity in regularly scheduled meetings and Quarterly Service Reviews.
Onix Support Services are designed to maximize return on the Google Cloud investment by providing guidance on product use, educating, managing changes and planning strategies around use of the product.
The TAM will prepare and deliver a QSR virtually to the key Customer stakeholders. This review can be customized as the relationship between Onix and the customer progresses to ensure that the information shared continues to provide value. The review can include but not be limited to the following:
As part of this Service, Onix will provide the following:
As part of the Technical Support Enterprise service offering, PLPS is designed to give our Customers the ability to access a pool of CSP-Certified expert Engineers via a 24/7 Service Desk for any queries or guidance. Should an issue need escalation, Onix Service Desk will escalate on the Customer’s behalf to take advantage of the Support SLAs that we benefit from as a Premium GCP Partner.
