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Support & Escalation Guide

Enterprise-grade support infrastructure designed for cloud-scale operations. Get 24/7 assistance, clear escalation processes, and transparent SLAs to ensure your cloud platform runs smoothly.

Support & Escalation Overview

Multiple ways to reach our support team, designed to meet your specific needs

Your Role in the Process
Customer collaboration is critical to timely issue resolution
Provide accurate severity classification when raising tickets
Ensure prompt responses to Support team requests
Keep technical and escalation contacts updated
Participate in follow-up RCA discussions when required

Uptime SLA & Service Credits

Our 99.8% uptime guarantee reflects our confidence in MTN Cloud's infrastructure and commitment to supporting mission-critical workloads.

99.8% Uptime SLA

Enterprise-grade reliability

Maximum of approximately 87 minutes of downtime per month across all production services.

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.

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.