MyApps Cloud - PREMIUM Concept

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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
  • 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.

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