Industry Leading Enterprise Level Support

We know you have a job to do. Our job is to help you do it. We take your case seriously and we won’t pass the buck. We believe in going above and beyond, simply because it feels better that way.

We Have Flexible Monthly Support Options

Our service provider partners comprehensive, secure, and global cloud platforms are built for business and we back all of our offered solutions with business class support options. Flexible support options are available for customers of all sizes, with optional add-on Service Engineering and Infrastructure Architecture professional services support as needed.

Our Support Is Different

Oxbury Group offers the most comprehensive set of solutions anywhere, making it easy to source, implement and manage multiple cloud services. We know you have a job to do. Our job is to help you do it. We take your support seriously and we won’t pass the buck. We believe in going above and beyond, simply because it feels better that way. We are different because we mean it and you will see once you start working with us.

Our Available Support Service Reps

Shared Cloud Service Engineers

Shared Service Engineers are available to support customers at all support tiers by default. They are the first line of support. Service Engineers are front-line engineers focused on day-to-day technical support and service tasks. They are infrastructure and cloud oriented, knowledgeable on cloud solution architectures, and are available with all support tiers via ticketing.

Senior Designated Cloud Service Engineers

Designated Service Engineers are available to customers who purchase additional support at the Professional or Enterprise level. They typically work a shift schedule chosen by the customer. A Shared Service Engineer team is available to provide coverage if a Designated Service Engineer is not on shift. The Designated Service Engineer becomes very familiar with your environments and your team. They become your extended team specializing in cloud services and your best interests in the cloud.

IT Cloud Infrastructure Service Manager

For support related to operating system, compute, storage, networking, application architecture and design, and other advanced cloud services, consider our dedicated IT Cloud Infrastructure Service Management offering. Additionally, these senior level engineers support general case management across all your cloud products, complex solution design, configuration, installation and migration consulting. This is a dedicated account resource for all your cloud services and works with your internal IT team directly, working with your business to reduce costs and increase efficiency.

Dedicated Security Infrastructure Team 24/7

Once you purchase security services from Oxbury Group you will get access to Oxbury Group Security 24/7.

Their focus is on your enterprise-wide visibility and management of your organization’s infrastructure security in order to maintain controls, identify weaknesses and help ensure proper compliance and reporting. By integrating security into your network/cloud services, data center services and workplace services, Oxbury Group maximizes clients’ global IT security posture, while minimizing clients’ costs and risks from the start.

Dedicated Technical Account Manager

Technical Account Managers are specialists that help you get maximum business value from your cloud services. Technical Account Managers are your life cycle business partner and go-to contact for general support escalation. Each client is assigned a Technical Account Manager that will handle all new services and any concerns you may have with your account or services.

Your Technical Account Manager is there to provide a comprehensive support strategy based on each client’s unique business requirements, so your energy can be refocused on innovation. Below are the main areas of concentration.

Business Strategy
Executive reviews
Change management
Future planning
Proactive reporting
Billing (service credits & inquiries)
Project Management

Incident Management Escalation
Infrastructure Planning
Order Support & Renewal
Bi-Annual Metrics Evaluation Sessions

Dedicated Account Project Manager

This role is available should the project be larger than the Dedicated Technical Account Manager can handle on their own. This individual is available to the client just as the Dedicated Technical Account Manager is but reports to the Dedicated Technical Account Manager for that clients account.

Support Pricing

Pricing for all support tiers are based on monthly billing usage, according to the list below.

$0-$10K monthly billing
= 10% of total monthly cloud service usage.

$10K-$80K monthly billing
= 7% of total monthly cloud service usage.

$80K-$250K monthly billing
= 5% of total monthly cloud service usage.

$250K+ monthly billing
= 3% of total monthly cloud service usage.

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