MyApps Cloud - PREMIUM Concept: Difference between revisions
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= | =Reasons for the myApps Cloud PREMIUM= | ||
* | *Customers with high demands on ... | ||
** | **Infrastructure redundancies and autonomy times (''blackout scenarios'') | ||
** | **Fastest restart of operations in the event of a data center failure | ||
* | *The planned project requires one or more slave PBXs to meet the administrative requirements or call load | ||
* | *A large instance with many users/ports (> 200) is anticipated | ||
<br> | <br> | ||
= | =The characteristics of the myApps Cloud PREMIUM= | ||
* | *The technical structure of the [[MyApps_Cloud_-_Comparison_table |Cloud PREMIUM version (in comparison to the Cloud STANDARD version) is explained < here]] | ||
* | *Further questions about the innovaphone myApps Cloud are answered in our HowTo category ''myApps Cloud'' | ||
** | **e.g. in the [[Howto:MyApps_Cloud_-_FAQ |FAQ < here]] | ||
** | **e.g. a [[Howto:MyApps_Cloud_-_Installation |Cloud Installation < here]] | ||
* | *The [[Howto:MyApps_Cloud_-_Order_Process |Order-Process is explained < here]] | ||
* | *A description of the 24x7 infrastructure support hotline service included as standard in the PREMIUM version can be found as a PDF download here | ||
** | **Download page with '' 'Handhabung_innovaphone_myApps_Cloud-Infrastruktur-Support.pdf' '' (currently only in German) | ||
* | *Instructions for licensing the ''Infrastructure Support License'' can be found [https://www.innovaphone.com/de/services/lizenzen/lizenzen-cloud.html > here in the license guide] | ||
<br> | |||
=Support in the myApps Cloud environment= | |||
==Every new myApps Cloud instance starts with an "installation support ticket"== | |||
*This includes, among things: | |||
**Basic data (instance number / system name) | |||
**The contract data | |||
**Notes on the installation | |||
**Instructions on how to open future tickets for the instance | |||
**A PDF for support in discussions with firewall administrators | |||
**The individually prepared installation link for your ordered Cloud instance | |||
*This first cloud ticket assists you and the instance until the time of the first operational handover to your end customer | |||
**Installation process | |||
**Loading of iSC or/and conclusion of an auto-iSC contract | |||
**Configuring licenses | |||
==Subsequent tickets for cloud instances== | |||
*All issues relating to cloud instances are handled by the cloud team via the cloud hotline during normal business hours. | |||
**Open a qualified ticket via cloud@innovaphone.com | |||
***[[Course13:IT_Connect_-_11.1_How_to_create_a_support_ticket|How to create a support ticket is explained in general < here]] | |||
****e.g. attach the config file of the PBX | |||
**Subject should always start with | |||
***Instance no.|system name | |||
****e.g. 12345|holzschuh.com - problem description | |||
*Most cases are also resolved directly by the cloud team | |||
*For cases that are not primarily cloud-specific, the ticket may be forwarded to the specialized support colleagues at innovaphone Support. | |||
<br> | |||
==Special 24x7 infrastructure hotline service for myApps Cloud PREMIUM== | |||
*An additional process starts with the regular operation of the PREMIUM instance | |||
*At this time you will receive an additional ticket with | |||
**Instructions for using the 24x7 infrastructure support | |||
**Individual identification data to access the 24x7 hotline | |||
<br> | <br> | ||
Latest revision as of 16:49, 24 November 2023
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Applies To
This information applies to the innovaphone myApps Cloud variant:
- PREMIUM
Reasons for the myApps Cloud PREMIUM
- Customers with high demands on ...
- Infrastructure redundancies and autonomy times (blackout scenarios)
- Fastest restart of operations in the event of a data center failure
- The planned project requires one or more slave PBXs to meet the administrative requirements or call load
- A large instance with many users/ports (> 200) is anticipated
The characteristics of the myApps Cloud PREMIUM
- The technical structure of the Cloud PREMIUM version (in comparison to the Cloud STANDARD version) is explained < here
- Further questions about the innovaphone myApps Cloud are answered in our HowTo category myApps Cloud
- e.g. in the FAQ < here
- e.g. a Cloud Installation < here
- The Order-Process is explained < here
- A description of the 24x7 infrastructure support hotline service included as standard in the PREMIUM version can be found as a PDF download here
- Download page with 'Handhabung_innovaphone_myApps_Cloud-Infrastruktur-Support.pdf' (currently only in German)
- Instructions for licensing the Infrastructure Support License can be found > here in the license guide
Support in the myApps Cloud environment
Every new myApps Cloud instance starts with an "installation support ticket"
- This includes, among things:
- Basic data (instance number / system name)
- The contract data
- Notes on the installation
- Instructions on how to open future tickets for the instance
- A PDF for support in discussions with firewall administrators
- The individually prepared installation link for your ordered Cloud instance
- This first cloud ticket assists you and the instance until the time of the first operational handover to your end customer
- Installation process
- Loading of iSC or/and conclusion of an auto-iSC contract
- Configuring licenses
Subsequent tickets for cloud instances
- All issues relating to cloud instances are handled by the cloud team via the cloud hotline during normal business hours.
- Open a qualified ticket via cloud@innovaphone.com
- How to create a support ticket is explained in general < here
- e.g. attach the config file of the PBX
- How to create a support ticket is explained in general < here
- Subject should always start with
- Instance no.|system name
- e.g. 12345|holzschuh.com - problem description
- Instance no.|system name
- Open a qualified ticket via cloud@innovaphone.com
- Most cases are also resolved directly by the cloud team
- For cases that are not primarily cloud-specific, the ticket may be forwarded to the specialized support colleagues at innovaphone Support.
Special 24x7 infrastructure hotline service for myApps Cloud PREMIUM
- An additional process starts with the regular operation of the PREMIUM instance
- At this time you will receive an additional ticket with
- Instructions for using the 24x7 infrastructure support
- Individual identification data to access the 24x7 hotline