In GoElastic Support, the engagement is primarily driven by specific requests for support or “tickets” raised by clients with relation to their cloud platforms. Clients can raise tickets on practically any service included in their subscription, including tickets for conducting a penetration test, provisioning new hardware, preparing platforms and machine images for application deployment, tuning performance parameters on existing platforms, resolving infrastructure problems, consulting regarding application architecture, etc.
The support portal is accessible at http://my.goelastic.thebw.in. You can login using the credentials setup for you when your GoElastic Support subscription was first activated.
Any time spent responding to issues raised in tickets is tracked and deducted against the total number of hours available to the client during the subscription period. The client support portal provides a detailed summary of work done in resolving tickets, and also a breakdown of how time was spent.
Apart from these client-raised tickets, if services such as Pro-Active Systems Administration are available in an active subscription, GoElastic will proactively monitor existing infrastructure and pre-emptively act to resolve any potential issues that might arise. GoElastic will raise tickets regarding these issues in the ticket management system, as close to the time of issue identification as possible, to inform all persons involved of the problem, and the status of the resolution in a streamlined manner. Time spent in resolving these issues will be deducted against the number of hours currently available to the client during the subscription period.
In cases where the resolution of a ticket might involve the deployment of added infrastructure, changing existing architecture, and/or results in a sustained non-availability of service, GoElastic can escalate to the client to decide on a plan of action to resolve the issue as needed, based on prior discussions on what scenarios require explicit client approval before implementation.
Certain services such as live monitoring, scheduled maintenance, and periodic optimization offered in subscriptions are proactively performed by GoElastic and not treated as tickets, therefore any time spent on these services is included as part of the subscription and not deducted against available hours.
Subscriptions are active until all available hours are exhausted or the term of subscription expires, whichever occurs earlier. Clients will need to purchase a new subscription before the previous subscription is expires in order to enjoy uninterrupted service. The standard validity of a subscription is 1 month. Long-term subscriptions are available for 3-month, 6-month and 1-year validity, along with attractive discounts on our standard pricing. Contact our sales team for more information.
If you’re running out hours, you can purchase a new subscription with the necessary number of hours and we will activate it as soon as your previous subscription expires.
If you activate a new subscription immediately after your existing subscription expires, any unused hours are brought forward and added to your new active subscription, in addition to the hours included with your subscription. GoElastic provides a grace period of 7 days to activate a new subscription after a subscription expires, during which any re-activation of service automatically re-activates unused hours which are added to your available balance. If you do not renew within 7 days, then any unused hours lapse and even if you activate a new subscription after the 7 day grace period, these hours are no longer available to you.
Subscriptions are purchased in advance of their active period and are active from the day that payment is received by GoElastic for the service.
Yes. Your new subscription will immediately be activated after your current active subscription expires, and any unused hours at the time of expiry carried forward into your new subscription.
Absolutely. You have complete freedom to select the service plan and hours appropriate for the new subscription you are purchasing, irrespective of what plan or the number of hours you subscribed to previously.
With certain exceptions, Yes. Hours available through GoElastic AnalyzeIT or Jumpstart plans are not portable across service plans and can only be carried forward if the same service plan is renewed. Hours available through GoElastic Managed and GoElastic TheWorks plans are portable across service plans.
You can raise a request for an add-on service from within the Support Portal. Our support team will review your request and contact you directly with details on the service requested, and how to proceed with the request.
We support payment by major credit cards, PayPal, and bank transfers. Please contact our sales team to figure out the payment methodology that is best for you.
