Support & Escalation Guide
Overview
At MTN Cloud, we understand that the success of your business depends on the reliability of your cloud platform. While our mission is to deliver a seamless and resilient service experience, we recognize that issues can arise. This Support & Escalation Guide has been designed to give you complete visibility into how you can engage our Support team, what you can expect at each step, and how we ensure that critical issues are resolved with urgency.
Our goal is simple: to be a trusted extension of your IT and operations team. By offering clear pathways for raising issues, transparent service levels, and structured escalation channels, we ensure that you are never left without guidance or assistance when you need it most.
Support Channels
Customers can reach MTN Cloud Support through multiple channels, designed to meet a variety of needs:
- Customer Support Portal – Submit and track tickets
- Knowledge Base – Self-service troubleshooting articles, FAQs, and product guides.
Severity Levels & Target Response Times
To ensure fair prioritization and timely responses, MTN Cloud categorizes issues by severity. Customers should classify tickets based on impact to their business operations. Our Support team will validate this classification and adjust if needed.
| Severity | Description | Example | Initial Response SLA |
|---|---|---|---|
| Sev-1 (Critical) | Complete loss of service or business-critical impact. No workaround available. | Cloud platform outage, major security breach | 15 minutes |
| Sev-2 (High) | Major functionality impaired with significant impact. A workaround may exist. | API service degraded, replication failing | 1 hour |
| Sev-3 (Medium) | Partial impact; non-critical features not working as expected. | Minor console UI issue, non-blocking integration error | 4 hours |
| Sev-4 (Low) | General questions, documentation clarification, minor cosmetic issues. | Billing query, portal display issue | 1 business day |
By adhering to these standards, we ensure that the most urgent business-impacting issues receive the fastest possible response while still supporting day-to-day queries with care.
Escalation Process
We know that sometimes an issue needs urgent additional visibility or resourcing. MTN Cloud has a well-defined escalation process to give customers peace of mind:
1. Initial Ticket Submission
- When opening a ticket, clearly state the severity and business impact. The more context you provide, the faster our team can act.
- Supporting evidence such as logs, error codes, and screenshots dramatically reduces troubleshooting time.
2. Duty Manager Escalation
- If you feel your ticket is not progressing at the expected pace or the SLA has not been met, you can request escalation within the portal.
- A Duty Manager will review the case, re-assess priority, and assign additional technical or managerial resources to accelerate resolution.
Your Role in the Process
Customer collaboration is critical to timely issue resolution. To help us help you:
- Provide accurate severity classification when raising a ticket.
- Ensure prompt responses to requests from our Support team.
- Keep technical and escalation contacts updated in your account profile.
- Participate in follow-up RCA (Root Cause Analysis) discussions when required.
Our Commitment
MTN Cloud views support as more than just a problem-solving function — it is a partnership. Every escalation is treated as an opportunity to reinforce trust, learn from the challenge, and strengthen the resilience of our platform for all customers.
📄Uptime SLA & Service Credits
Introduction
Cloud reliability is the foundation of digital transformation. At MTN Cloud, we believe that our customers should not only expect high availability but also have clear commitments from us in writing. This Uptime SLA outlines our service availability guarantees and the compensation framework in the unlikely event of a shortfall.
Our uptime guarantee reflects our confidence in the robustness of MTN Cloud's infrastructure and our commitment to supporting mission-critical workloads across industries.
MTN Cloud Uptime SLA Explained
MTN Cloud guarantees a 99.8% monthly uptime SLA across all production services. This means that during any given month, services will be available at least 99.8% of the time.
- 99.8% uptime = a maximum of approximately 87 minutes of downtime per month.
This SLA applies globally across all MTN Cloud production regions, ensuring consistent reliability regardless of customer location.
What's Covered
The SLA applies to:
- All paid, production-grade MTN Cloud services under an active contract or subscription.
- All regions where MTN Cloud infrastructure is deployed.
The SLA does not cover:
- Beta, preview, or free-tier services.
- Downtime caused by scheduled maintenance (announced 48+ hours in advance).
- Issues resulting from customer misconfiguration or misuse of services.
- Events outside MTN Cloud's reasonable control, such as force majeure or third-party provider failures.
Service Credits
If MTN Cloud fails to meet the 99.8% uptime commitment, affected customers may qualify for service credits as compensation.
| Monthly Uptime Achieved | Service Credit Applied |
|---|---|
| < 99.8% but ≥ 99.0% | 10% of monthly bill for affected service |
| < 99.0% but ≥ 98.0% | 25% of monthly bill for affected service |
| < 98.0% | 50% of monthly bill for affected service |
These credits serve as financial acknowledgment of service disruption, reinforcing our accountability to customers.
How to Claim Credits
- Submit a Support Ticket within 30 days of the incident.
- Provide the following information:
- Service(s) affected
- Date and time of incident(s)
- Description of business impact
- MTN Cloud will validate uptime metrics against internal monitoring data and confirm eligibility.
- Approved credits will be applied to your next billing cycle.
Example Scenario
- A customer spends N100,000 on MTN Cloud Compute in July.
- That month, uptime falls to 97.5%, below the 99.8% guarantee.
- Based on SLA tiers, the customer qualifies for a 25% credit = N25,000, which is applied to their August invoice.
This approach ensures transparency and fairness, balancing our commitment to uptime with customer impact when issues occur.
Why This Matters
By committing to a 99.8% SLA, MTN Cloud signals our dedication to enterprise-grade reliability. More importantly, the service credit framework creates accountability: we share the risk if we fail to deliver. This ensures our incentives remain aligned with yours — to maintain continuous, uninterrupted access to your cloud services.