For customer with mid-level cloud administrator
8 admin support hours per month
1st level response within 4 hours
2nd level response within 8 hours
3rd level response within 16 hours
Common basic-level proactive monitoring

For customer with junior cloud administrator
16 admin support hours per month
1st level response within 2 hours
2nd level response within 4 hours
3rd level response within 8 hours
Dedicated intermediate-level proactive monitoring

For customer with no cloud administrator
Full time dedicated administrator
Immediate 1st level response
Immediate 2nd level response
3rd level response within 4 hours
Dedicated advanced-level proactive monitoring