Oxide Cloud Services
Support Procedure
Oxide Cloud Services is supported by Data Sciences Corporation. All tickets can be logged to the support teams through the following channels.
Contact Details
| Support Portal | support.datasciences.co.za |
|---|---|
| Email Address | helpdesk@datasciences.co.za |
| Contact Number | 0861 777 372 |
Warning
Contacting support resources outside of these official communications channels does not constitute a logged ticket and will NOT be handled under your SLA agreement.
Operating Hours
We have a 24 hour helpdesk to support customer requirements. After hours tickets will be routed to a standby engineer.
Business Hours
Monday to Friday 08:00am to 05:00pm
After Hours
Monday to Friday 05:00pm to 08:00am
Saturday, Sunday and public holidays
Support Levels
Warning
For Severity 1 & 2 tickets please log a call via the portal/email address AND follow up with a phone call the contact number 0861 777 372
Severity 1
Services are down/unavailable
| Response | Resolution |
|---|---|
| 30 Minutes | 2 Hours |
Severity 2
Services are severely degraded
| Response | Resolution |
|---|---|
| 2 Hours | 4 Hours |
Severity 3
Services are degraded but a work around is available
| Response | Resolution |
|---|---|
| Next Day | 3 Days |
Severity 4
A new service request, change to a working system, a minor inconvenience or a service related question
| Response | Resolution |
|---|---|
| Next Day | 7 Days |
Escalations
| Name | Contact |
|---|---|
| Dudley Wood | +27 (0) 82 601 9070 |
| Werner Coetzee | +27 (0) 82 453 1082 |
| Gerard Almon | +27 (0) 83 327 5629 |