Support
Crest Data delivers a 24x7 support model for Managed Cloud Exchange. This support is intended to help resolve issues proactively where possible, or those issues that are found by customers during use. The customers can raise a support or sales request by visiting our dedicated portal Managed Cloud Exchange Support & Sales Portal or by reaching out to Managed CE team at support@managedce.com or at sales@managedce.com. These get automatically routed to our Technical Support Team to be worked using Crest Support SLA.
| Priority | Description | Availability | Response Time* |
|---|---|---|---|
| P1 | Unavoidable disruption that may result in a total failure of a vital service, without any available alternative solution. | 24 X 7 | 2 hours |
| P2 | An essential service experiencing a significant disruption with a less than optimal alternative solution, resulting in a partial outage. | 24 X 7 | 8 hours |
| P3 | A non-critical functionality failure, described as intermittent or cannot be reproduced consistently, causing a medium-to-low impact on the use of the Product OR any feature that is not working as documented. | 24 X 7 | 2 Business Days |
*Business Day (Excluding Crest Data System observed holidays) is defined as Monday – Friday (8 AM – 5 PM). Local time defined by the time of day at the location of the customer creating the support ticket.
FAQs
Q: What are the support hours?
A: Crest Data delivers a 24x7 support model for Managed Cloud Exchange. This support is
intended to help resolve issues proactively where possible, or those issues that customers
find during use. Please refer to our website for detailed information.
Q: How long will it take to receive a response from support?
A: Depending upon the severity of the issue our support team will connect
with you. You can find the response time details on our website.
Q: Managed CE supported in which AWS regions?
A: ManagedCE is supported in 14+ regions. You can always find
the latest list of supported regions on our website.
Q: Where can I raise the support request?
A: The customers can raise support requests on the
Managed Cloud Exchange Support Portal. These get automatically
routed to our Technical Support Team to be worked using Crest Support SLA.
Q: What types of packaging options are available for your service?
A: We offer various packaging options tailored to meet different needs. These may include
Medium and Large packages, each with its own set of features and pricing. For more information please
visit our website.
Q: How should I choose a package based on Plugin Credits?
A: When selecting a package, consider the number and type of plugins you plan to deploy.
For instance, if you have a medium package with 10 Plugin Credits, you could deploy various combinations
of plugins that add up to 10 credits. This flexibility allows you to choose the package that aligns
with your specific needs. For more information on choosing a package based on Plugin Credits please
visit our website.
Q: What benefits does Managed CE provide to organizations?
A: Managed CE offers organizations the ability to provision, deploy, and manage the platform seamlessly.
It provides access to Netskope telemetry, external threat intelligence, and risk score sharing to bolster their
existing security investments, helping them stop cloud threats more effectively.
Q: How can organizations purchase Managed CE?
A: To purchase Managed CE, visit the Managed CE listing on Marketplace or reach out to our
Sales team at sales@managedce.com for sales-related queries and private offers.
Q: What is the primary difference between Managed Cloud Exchange and the existing Cloud Exchange offering?
A: The key difference lies in the approach and management of the services. The existing Cloud Exchange
is a Do It Yourself (DIY) solution available at no cost, where customers deploy and manage it using their
in-house resources. On the other hand, Managed Cloud Exchange is provided as a hosted solution by Crest
Data Systems via AWS Marketplace, eliminating the need for customers to manage it themselves.
Q: What are the benefits of choosing Managed Cloud Exchange over the existing Cloud Exchange?
A: Some key benefits of Managed CE include:
- Hosted, monitored, and maintained 24x7 by Netskope-certified Consultants.
- Freedom from the need to provision, deploy, and manage the solution for your security personnel.
- Cost savings, with Managed CE being at least 30% cheaper compared to on-premises Cloud Exchange.
- Faster updates, bug fixes, and upgrades, which are delivered three times faster than on-premises CE.
- High availability and uptime assurance, with Managed CE providing a 99.9% uptime across two availability zones.