1.4. Support

1.4.1. About This Service

With Enterprise Cloud 2.0 Support, by providing some functions NTT Com is going to support several problems that customers can not solve.
All customers can use basic support that is free of charge and with no additional cost. In addition, it is also possible to use paid plans according to customer’s request.

1.4.2. Support Coverage

Based on publicly available documents, NTT Com will inform the customers about the outline of the service, explanation of each menu, method of application, setting method, etc.
In addition, NTT Com will check the fault at the support center based on the customer’s fault declaration and report on the situation.
For incident management, NTT Com may have the communication with Customers mainly by via Ticket.
The inquiries on particular technical support, such as designing architecture, performance tuning for Customers’ environment, verifying applications installed by Customers, is not supported.

1.4.2.1. About the support of Firewall, LoadBalancer, Managed Firewall, Managed UTM, Managed WAF

For the support of Firewall, LoadBalancer, Managed Firewall, Managed UTM, Managed WAF, NTT Com will answer about the scope of our function check.
For each product function that NTT Com have not checked their function, NTT Com can conduct a vendor escalation for customers who applied for advanced plan (charged) and can confirm. In this case, however, inquiries about technical support such as support of architecture and design, performance tuning of customer environment, verification of applications individually introduced by customers are not covered.

1.4.3. Available Functions


1.4.3.1. List of Functions

Following are the functions to be available with Support:

 

Items

Method

Target plan

Ticket

Various inquiries to the Support Center or Technical Help Desk can be performed through the ticket function provided by Customer Portal.
Customers can check their inquiry status by viewing the ticket, as well as NTT Com simultaneously notify the status via email designated by Customers.

Customer Portal

Basic
Advanced

Telephone (call back system)

If the customers want to make inquiries directly by phone, customers can request a callback.
By calling up a ticket exclusively for call back, NTT Com will contact the designated telephone number from the support center. Please note that whe NTT Com contacts the customer, the calling number might not be displayed or might appear as (03-6731-6178).
In order to prevent discrepancies of information on the phone, for a representative within one ticket 1 person is allowed.
NTT Com will call the customer a certain number of times, but in case the connection is not possible, NTT Com may contact the customer by ticket.
Even if the customer call us to our support center, NTT Com might not be able to respond quickly as compared with tickets.

Customer Portal

Advanced

Knowledge Center

NTT Com provides the information such as manuals, FAQs, tips, maintenance information, failure information, and other notifications via website.

Customer Portal

Basic
Advanced

1.4.3.2. Description of Functions

Ticket

Customers are able to make inquiries to Support Center by utilizing the ticket function in Customer Portal.
This function enables Customers to create, update and view the inquiries and incident submissions on Enterprise Cloud 2.0.
Customer can attach the files, such as screenshots and log files, with the ticket.

Ticket Settings

Set Ticket Category

Customers can categorize their tickets according to the inquiry details.

Ticket Types

Descriptions

General Inquiry

Customers can make inquiries regarding the services, functions and subscription details.

Incident Submission

Customers can make inquiries of whether any failure occurs on Enterprise Cloud 2.0 infrastructure.
Customers can confirm if there is any failure on Enterprise Cloud 2.0 infrastructure in case of any issues with transmissions or functionalities in their environment.
Support Center will determine whether the failure comes from the Enterprise Cloud 2.0 infrastructure or not, and get back to Customers.
Callback request (inquiry, failure)
(General Inquiry、Incident Submission)
It is possible to ask the support center to communicate by telephone.
Depending on the contents of the inquiry, two kinds (inquiries, malfunction declaration) of request methods were prepared.
NTT Com will contact the customer by voting for this ticket.
This service is a charged menu.

Set Severity Level

Customers can set severity levels for each ticket.
Severity level is determined by NTT Com, based on its severity and the ticket details.
As such, when Customers send multiple inquires, please be aware that these may not be answered in the order received.

Severity Level

Low
Middle
High
Critical

View Progress Status

In case of making inquiries via ticket system, the progress status can be viewed via Customer Portal.
Inquiry details are managed entirely by the ticket function as incidents, and are given a “ticket number” on the Customer Portal.
The ticket will be updated if there is progress or reply to the ticket. In addition, we will also contact the registered e-mail address at the same time.

1.4.3.3. Knowledge Center(Support Site)

Knowledge Center provides various information for Customers to utilize Enterprise Cloud. All Customers who subscribe Enterprise Cloud 2.0 can access to this website.
Enterprise Cloud Knowledge Center ( https://ecl.ntt.com )

Item

 

Descriptions

Document

Tutorial

This section introduces the operation of Enterprise Cloud 2.0.

 

Service Descriptions

This section introduces the service menus and specifications of each service.

 

API reference

This section shows the list of API that each service provides.

 

Solution Guides

This section introduces the various use cases of Enterprise Cloud 2.0.

FAQ

 

This section provides FAQs from overall service to particular functions.

Known Issues

 

This section introduces the known issues and countermeasures in Enterprise Cloud 2.0.

Service Status

 

This section provides the current service status of each menu in real time.


1.4.3.4. Notification

In Enterprise Cloud 2.0, there is a function to notify the customer about service announcements, maintenance, breakdown etc.
The method, timing, notification destination of various notices are as follows.

Types

Impact range

Notification method

Timing of Notification

Destination of Notification

Notification on Failures

Communication effect (whole)

Customer Portal
Notification via email

Any time

· Posts on portal site
· E-mail address of registered administrative user
· E-mail address of general user who set access right to corresponding tenant
 

Communication influence (individual)

Notification via email

Any time

· E-mail address of registered administrative user
· E-mail address of general user who set access right to corresponding tenant
 

Portal · API

Customer Portal

Any time

· Posts on portal site

Notification on Maintenance

Communication effect (whole)

Customer Portal
Notification via email

Two weeks prior to Maintenance

· Posts on portal site
· E-mail address of registered administrative user
· E-mail address of general user who set access right to corresponding tenant
 

Communication influence (individual)

Notification via email

Two weeks prior to Maintenance

· E-mail address of registered administrative user
· E-mail address of general user who set access right to corresponding tenant
 

Portal · API

Customer Portal

Two weeks prior to Maintenance

· Posts on portal site

Notification by Monitoring

 

Notification via email

Any time

· E-mail address individually registered by monitoring alarm

Notification

 

Notification via email

Any time

· E-mail address of registered administrative user


1.4.3.5. Maintenance Window

Regular maintenance is performed on Enterprise Cloud 2.0 to maintain the service quality.
It is categorized by each group as follows. However, in case of urgent maintenance such as the countermeasures for vulnerability, it may be performed outside of this categorization.
 

Group 1-a

Group 1-b

Group 2-a

Group 2-b

Maintenance Window (Local Time)

Every Tuesday - Wednesday
However, in case NTT Com stops only Customer Portal / API, the timeslot will be 20:00 - 6:00 (Next Day).
Every Thursday - Friday
However, in case NTT Com stops only Customer Portal / API, the timeslot will be 20:00 - 6:00 (Next Day).
Every Wednesday - Thursday
However, in case NTT Com stops only Customer Portal / API, the timeslot will be 20:00 - 6:00 (Next Day).
Every Sunday - Monday
However, in case NTT Com stops only Customer Portal / API, the timeslot will be 20:00 - 6:00 (Next Day).

Region

JP1(UTC+9) / SG1(UTC+8) JP2(UTC+9) / HK1(UTC+8) AU1(UTC+10) UK1(UTC) DE1(UTC+1) / US1(UTC-5)
../../_images/maintenance_window.png

1.4.3.6. Support Formation

The following is an overview of support and maintenance operations of Enterprise Cloud 2.0.

Item

Items

Operation Time

24 / 7
However, the reception time of each support window follows the menu.

Failure Support Policy

NTT Com will perform the recovery immediately.


The infrastructure of Enterprise Cloud 2.0 is designed with redundant configuration. However, switchover may occur in case of failures. Following are the estimated time of each menu for switchover under the redundant configuration of Enterprise Cloud 2.0 infrastructure:

Category

Menu

Designed Value for Switchover

Server

Baremetal Server

HA is designed by Customers. (SLA is applied only to hardware replacement.)

 

Virtual Server

HA switchover is completed in approx. 10 minutes when the failure of infrastructure occurs.

 

Image Storage

Act/Act Configuration

Storage

Block Storage (I/O Performance)

Switchover of storage head is completed in approx. one minute.

 

FileStorage

Switchover of storage head is completed in approx. one minute.

Network

Internet Connectivity

Switchover of transmission infrastructure is completed in approx. one minute.

 

VPN Connectivity

Switchover of transmission infrastructure is completed in approx. one minute.

 

Colocation Inter-Connectivity

Switchover of transmission infrastructure is completed in approx. one minute.

 

Enterprise Cloud Inter-Connectivity

Switchover of transmission infrastructure is completed in approx. one minute.

 

Logical Network

Switchover of transmission infrastructure is completed in approx. one minute.

 

Firewall

The actual time if the recovery by HA switchover is completed. (This is based on the specs of Virtual Server.)

 

Load Balancer

The actual time if the recovery by HA switchover is completed. (This is based on the specs of Virtual Server.)

Security

Managed UTM、 Managed Firewall

The actual time if the recovery by HA switchover is completed. (This is based on the specs of Virtual Server.)

Solution Package

Hyper-V

SLA is not applied.

App Service PaaS

SLA is not applied.


1.4.4. Menu

1.4.4.1. Menu / Plan

Following support menu is provided in Enterprise Cloud 2.0. (Menu / Plan will be added from now on)
English is a standard support language of Enterprise Cloud 2.0. Local language support will also be available as needed in each region.

Plan

 

Basic plan

Advanced Plan

Pricing

 

Free of charge

5% of total monthly usage fee of ECL2.0, however, the minimum usage fee is 10,000 yen

Available Languages

 
English
Following local language is available:
Japanese
English
Following local language is available:
Japanese
Japanese only for telephone correspondence

Document

Manual

  FAQ

 

Tips / Case Studies

 

Notification

 

Maintenance Information

 

Failure Information

Inquiry

Acceptance Time

24/7 Ticket Acceptance

24 hours/365 days

 

First Reply

Weekdays 10: 00 ~ 17: 00
(except for Saturday and Sunday and every national holiday)
24 hours/365 days
※ When investigation is necessary, NTT Com may be allowed to correspond to the next business day.
 

Contact Method

Ticket

Ticket, Telephone (Call back supported)

Note

Weekdays / business days refers to Monday through Friday except Japan holidays stipulated by Japanese law and Japan New Year (JST) excluding New Year’s holidays (1/29 - 1/3) that NTT Com specifically set up.


1.4.4.2. Subscription Method

Basic plan does not need to apply. It is a service offered to all customers who use Enterprise Cloud 2.0.
Advanced plans can be submitted by application form.

Application type

Subscription Methods

Offered Date

Contract in Japan

Contract outside of Japan

Basic plan

Unnecessary

Y Y

Advanced Plan

By submitting service order form

Five business days

Y N

1.4.5. Terms and Conditions of Use

1.4.5.1. Conditions for Usage with Other Services

There are no specific conditions. Customers may utilize this service in combination with all Enterprise Cloud 2.0 menus.


1.4.5.2. Minimum Use Period

Plan

Basic

Advanced

Minimum Use Period

N/A

One Month


1.4.6. Pricing

1.4.6.1. Initial Fee

Plan

Basic

Advanced

Pricing

Free of charge

Free of charge


1.4.6.2. Monthly Fee

Plan

Basic

Advanced

Pricing

Free of charge

5% of total monthly usage fee of ECL2.0, however, the minimum usage fee is 10,000 yen