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Included with every plan
Support quality is where managed infrastructure providers most visibly differentiate themselves — and most frequently disappoint. A platform can be well-architected and properly secured, but if the support experience when something goes wrong is slow, unresponsive, or staffed by people who do not understand the environment they are managing, the value of the infrastructure is significantly diminished. Officebridge provides 24/7 technical support staffed by engineers who are familiar with your specific environment configuration — not a generalist helpdesk reading from a script. Every support tier includes defined response time commitments, and every customer has access to a named point of contact for escalations.
Whether you need guidance on a configuration change, a rapid response to a security event, assistance onboarding a new team member, or a senior engineer to work through a complex infrastructure question — your support tier determines how fast we respond and how we engage, not whether we engage. Every Officebridge customer receives substantive technical support. The tiers determine priority and depth.
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Support Availability
Critical Issue Response
Customer Satisfaction Rate
Book a 30-min call with our team.
All tiers provide access to qualified engineers around the clock. The differences are in response time commitments, the channel through which you reach us, whether you have a named account contact, and the depth of proactive engagement — such as regular infrastructure reviews and optimization calls. Customers on Standard Support get reliable, responsive assistance. Customers on Enterprise Support get a dedicated engineer who knows their environment and a 15-minute critical response commitment.
A critical issue is defined as any event that results in full or partial loss of access to your cloud environment, a confirmed or suspected security incident, data unavailability, or application failure that prevents your team from working. All other issues — configuration changes, user provisioning, performance questions, and general technical requests — are handled under standard response times.
Yes. Support tier upgrades take effect within one business day of the request. Downgrades are processed at the next billing cycle. We recommend discussing your support requirements during onboarding so your tier is correctly matched to your environment size, operational risk profile, and internal IT capacity from the start.
Our support scope covers the infrastructure layer — the cloud instance, networking, access controls, security stack, backup systems, and environment configuration. For application-specific issues within the software you run inside your environment, we provide first-line diagnosis and, where the issue is infrastructure-related, full resolution. For issues that are specific to the software vendor's product, we coordinate with your vendor on your behalf where our support agreement permits.
Yes. Our SLA agreement is available for review before you sign — it is also linked in the footer of every page. The document covers uptime commitments, response time definitions, exclusions, escalation procedures, and credit policies for SLA breaches. If your organization requires a customized SLA for compliance or contractual purposes, our enterprise team can discuss that during the sales process.
Let's match you to the right support tier and make sure your environment is covered from day one.
Book a 30-min call with our team.
