Fully Managed Support: Overview and Billing Terms

AccuWeb.Cloud provides comprehensive, fully managed support services, ensuring clients can maintain, optimize, and troubleshoot their cloud infrastructure effortlessly. This article details essential aspects of our managed support process, including billing terms and the array of benefits clients enjoy.

At AccuWeb.Cloud, our managed services are truly end-to-end, giving you peace of mind and seamless performance.Leveraging our years of expertise, we deliver powerful support, letting you focus on your goals while we handle the technicalities.

When you choose our fully managed service, the following support features are included at no extra charge:

– Proactive infrastructure monitoring
– Regular performance optimizations
– Comprehensive security management
– Prompt troubleshooting and issue resolution

Enjoy the confidence of working with an experienced team, ensuring your cloud environment runs smoothly and efficiently.

Free Managed Support Period

All new AccuWeb.Cloud clients enjoy a 90-day free managed support period. During this time, clients receive access to a full suite of support services to ensure smooth operation, security, and troubleshooting of their cloud infrastructure.

• Support PIN: Each managed support client receives a unique 6-digit support PIN, visible in the client area, which is used for secure interactions with the support team.

Transition After the Free Period

After the initial 90-day free trial, clients can choose to continue with managed support by renewing under the following conditions:

• Renewal Notifications: AccuWeb.Cloud will send renewal reminder emails prior to the expiration of the managed support period.
• Non-Renewal: If the client does not renew the service, their support PIN will be disabled, and they will be automatically transitioned to Basic Support, which offers limited assistance.

Managed Support Billing Terms

Managed support is billed monthly based on the following structure:

• Monthly Fee: Clients are billed $30.00 or 20% of their previous month’s total billing, whichever is higher. This fee is non-refundable.
• Invoice Generation: Invoices are issued on the 1st of each month. The first invoice is pro-rated, depending on when the managed support service was activated.
• Pro-rated Charges: For partial months, charges are calculated at $1/day or 20% of the prior month’s daily billing, whichever is higher.
• Non-Payment Consequence: If an invoice remains unpaid for more than 5 days, it will be canceled and the client will be downgraded to Basic Support, also his managed support PIN will be disabled.

Renewal Process

Renewing managed support is simple:

• Automatic Billing: Clients receive a monthly invoice, and if they have opted for auto payment, the system will automatically charge the credit card on file. Renewals can also be processed seamlessly through the client area.

What Happens If You Don’t Pay?

If a client fails to pay the renewal invoice within 5 days, the invoice will be canceled, and their managed support PIN will be disabled. They will then be downgraded to Basic Support. However, clients can upgrade back to fully managed support at any time by logging into the client area and reactivating the service.

Cancellation and Re-Upgrade Options

Clients can cancel managed support anytime. Upon cancellation, they will be downgraded to Basic Support. However, they can upgrade back to fully managed support at any time through the following steps:

1. A pro-rated invoice is generated upon selecting the managed support option again.
2. Once payment is completed, the client is reinstated as a fully managed client.

Benefits of AccuWeb.Cloud’s Fully Managed Support

Choosing managed support with AccuWeb.Cloud offers several advantages:

• Peace of Mind: Focus on your business while our team ensures your cloud infrastructure runs smoothly.
• Cost Savings: Eliminate the need for a dedicated in-house IT team.
• Improved Uptime: Minimize disruptions and downtime through proactive monitoring and quick response to issues.
• Enhanced Security: Continuous security measures and updates keep your systems protected from threats.
• Efficiency: Free up your internal resources by letting our team handle the technical management.

Fast Response Time and 24×7 Managed Support

Almost every ticket is definitely answered in 60 minutes and resolved within 6 hours* by our technicians. Under the fully managed contract, we offer 4 hours of free admin work every month.

Best Efforts in Installing Third-Party Tools

Looking to have a third-party tool installed on your server? Yes, we will put our best efforts into installing third-party tools on your server, even if we’ve never worked on that. Our team will put the best efforts for the installation of such applications, programs or software. Configuring them and further troubleshooting is the customer’s responsibility. Every month, a total of 4 hours of free admin work is offered for third-party tools installation. Unused admin work hours cannot be carried over from month to month.

Managed Services Customers

Managed Services may not be available at certain times as a result of technical difficulties or equipment malfunctions; during scheduled maintenance; or as a result of circumstances beyond our reasonable control.

When you select Managed Services, you authorize us to login and access the Services as necessary to configure the Services, for general server maintenance, and for other purposes reasonably required by us to provide the Managed Services to you.

Per Incident Support

Our per-incident support service is required if our technician has to provide support beyond managed client-free admin hours or to a self-managed customer. This support is billed on a per-incident basis. For more details, please contact us at ease contact [email protected].

Get Started Today

Whether you’re a new client or looking to upgrade your existing support plan, AccuWeb.Cloud’s fully managed service ensures your infrastructure remains well-supported, secure, and optimized.

For more information, visit Fully Managed Support.