Getting Help

How the Cloud Managed Services works for you.

SoftwareOne’s Cloud Managed Services operates under an ITIL compliant Information Technology Service Management (ITSM) framework, with telephone, email, and web portal access available to raise Incident and Service Requests which are managed against agreed Service Levels.

To have your ticket be assigned directly to the appropriate service team, SoftwareOne recommends using the Cloud Management Portal to log your Incident or Request.

If you submit Incidents or Requests using email or telephone they will be routed to a Service Desk that will perform intake, and triage, then route your ticket to the appropriate service team.

SoftwareONE Managed Cloud’s ITSM services operate 24 hours a day, 7 days a week, 365 days a year.

We guarantee that the SoftwareOne Operations Center used for delivery of your Cloud Managed Service will be available one-hundred percent (100%) of the time in a given month, excluding scheduled maintenance.

SoftwareOne limit the number of technical contacts that can raise tickets to five (5) per contract.