3 Plans
Lite
Minimize cost with 24/365 peace of mind
Standard
Rapid first response with reliable technical support
Premium
Strategic support with a dedicated TAM
Plan Comparison
Incident Level Definitions
Complete service outage, business interruption, or critical information security risk. Immediate emergency response: initial action within 15 minutes.
Immediate first report from service desk (phone/IM). Emergency contact to PM and dev/ops engineers.
High-risk condition affecting core business or large number of users. Redundancy failure. Priority response: initial action within 60 minutes.
First report from service desk. Engineer assignment and investigation initiated.
Low-risk condition affecting partial features or specific users. Standard response: initial action within 4 hours.
Contact assigned engineer for sequential handling.
Minor impact to non-core features. Specification confirmations and general inquiries. General response: initial action within 12 hours.
Processed sequentially as service requests.
General inquiries. Standard response: initial action within 18 hours.
Incident Notification Channels
P1: Phone + Email + IM (Dedicated Technical Account Manager)
P2: Email + IM (Dedicated Technical Account Manager)
P3: Email + IM (Engineer)
P4 / General: Email (Engineer)
Why Clients Choose Cloud Navi
Direct Access to Cloud Vendor Development Teams
We coordinate directly with each cloud vendor's engineering team, rapidly resolving advanced technical issues that standard support channels cannot.
Extensive Cloud Build & Operations Experience
Backed by hands-on cloud build and operations experience across diverse industries and scales, we deliver practical and precise technical support.
Japanese-English Bilingual Support
Full support in both Japanese and English. We flexibly serve the needs of globally operating clients.