Service Plans
Our service plans are designed to support organizations as they scale from stable operations to mission-critical environments. The Prime and Priority plans offer progressively higher levels of reliability, responsiveness, and strategic support, building on a strong operational foundation.
These plans go beyond basic support, acting as an extension of your IT function, covering infrastructure management, proactive monitoring, security, and performance optimization. As service levels advance, so do capabilities such as faster SLAs, deeper operational oversight, and stronger alignment with business goals.
Prime Plan
The Prime Plan is designed for businesses that require enhanced reliability, faster SLAs, and broader operational coverage. It extends the capabilities of the Foundation Plan by offering proactive monitoring, priority response, and resolution timelines, and comprehensive infrastructure management across compute, network, storage, and security.
With incident response within 30 minutes and resolution SLAs as fast as 8 hours for critical (S1) issues, the Prime Plan is built to support production-grade workloads and enterprise environments. Customers benefit from OS patching, network and firewall management, resource optimization (half-yearly), and structured change management (up to 10 changes per month).
Support is provided 24x7 through multiple channels, along with access to a shared TAM or Cloud Helpdesk Team, half-yearly performance reviews, and limited integration with OEM premium support (based on the customer’s entitlement).
Additionally, the Prime Plan includes one-time migration assistance, cloud onboarding, and up to 25 hours of cloud architecture and design consultation, offering organizations a guided path to scalability and operational maturity.
Priority Plan
The Priority Plan is our flagship managed services offering, built for enterprises running mission-critical workloads that demand complete visibility, performance assurance, and continuous support. It provides the highest level of service coverage across infrastructure management, monitoring, security, and resilience, with deeply integrated technical governance.
This plan ensures 30-minute response times, industry-leading resolution SLAs, and 24x7 support across all channels. Customers benefit from proactive monitoring, patch management, change and problem handling, full-stack operations, and quarterly resource optimization reviews. A dedicated or shared Technical Account Manager (TAM) provides strategic oversight, while scheduled business reviews, OEM integration, DR drills, and cloud advisory services ensure that both operations and long-term planning are fully aligned with business goals.
The Priority Plan is ideal for organizations that require always-on availability, multilayered management, and hands-on cloud partnership to ensure business continuity, compliance, and optimization at scale.