TEAM Cloud Support provides technical support for Oracle Cloud Infrastructure (OCI) services delivered from New Zealand's sovereign hyperscale cloud platform. There are numerous support options available with all TEAM Cloud services ensuring customers have access to technical assistance for platform-related issues and guidance.
Support Coverage – see https://teamcloud.nz/pricing/support-pricing
Support Hours: 24/7/365 coverage
Support Location: Wellington, New Zealand
Support Team: OCI-certified cloud architects and engineers with local knowledge of New Zealand's business environment, regulatory landscape, and cultural context
Support Channels
Email support ticketing system
TEAM Cloud OCI portal access
Knowledge base and documentation access
Access to TEAM Cloud technical resources and guides
Included Services
Technical Issue Resolution: Assistance with TEAM Cloud OCI platform issues, service disruptions, and technical questions
Platform Guidance: General guidance on TEAM Cloud OCI service usage, best practices, and configuration
Incident Response: Response to platform-level incidents affecting service availability or performance
Documentation Access: Comprehensive access to TEAM Cloud OCI documentation, guides, and knowledge base articles
Service Health Notifications: Proactive notifications about planned maintenance, service updates, and platform changes
Oracle Support Escalation: Escalation pathways to Oracle Global Support for platform-level issues requiring vendor engagement
Response Time Targets
NOTE: The response SLAs mentioned below apply to Business Support and Enterprise Support options. The free tier Base Support option response SLA is Best Efforts only.
Critical (Severity 1): Initial response within 15 mins - Production system down or major functionality unavailable
High (Severity 2): Initial response within 1 hour - Significant feature degradation affecting operations
Medium (Severity 3): Initial response within 4 hours - Minor functionality issues with workarounds available
Low (Severity 4): Initial response within 8 hours - General questions, documentation requests, feature inquiries
Support Scope
Support covers:
OCI platform and infrastructure services (compute, storage, networking, database infrastructure)
OCI Console, CLI, and API usage questions
Service configuration guidance and best practices
Billing and subscription inquiries
Account and IAM policy questions
Service limit and quota requests
Exclusions
Support does not include:
Guest operating system administration or troubleshooting
Application-level support or debugging
Database administration (schemas, SQL tuning, RMAN operations)
Custom code development or application architecture design
Third-party software or marketplace application support
Sovereignty & Compliance
All support interactions, data, and communications remain within New Zealand jurisdiction, ensuring compliance with local data protection requirements and alignment with Māori data sovereignty principles where applicable.
Enhancement Options
Customers requiring enhanced support services such as faster response times, dedicated support engineers, proactive monitoring, or managed services should consider TEAM Cloud Business Support, Enterprise Support or a separate Managed Services engagement.
Description | Base Support | Business Support | Enterprise Support | |
Local Wellington Support | Yes | Yes | Yes | |
Scope | Trial and Non-Production | Production Workloads | Business Critical | |
Customer Service Coverage | 24×7 | 24×7 | 24×7 | |
Technical Support Coverage | 8-6 M-F Business Days | 8-6 M-F Business Days | 24×7 | |
Pricing Plan Applicable | All | Annual Flex 1 or 3, or PAYG | Annual Flex 1 or 3 (excludes PAYG) | |
Fees | Free (included) | 3% of annual commit in advance for Annual Flex Plans or 10% of monthly consumption in arrears for PAYG | 5% of annual commit in advance. >$300k NZD per month, 4% of annual commit in advance. >$1.0M NZD per month, $3%***** | *****NZ Government aggregate pooling permitted - if accepted into the NZ Aggregate Government Pooling Plan, aggregate monthly commit billing over $5M NZD per month will qualify for Enterprise Support at 2.5% of each accepted agencies annual commitment. (Subject to minimum monthly fee per agency of $5,000) |
Minimum Service Period | None | 1 year | 1 year | |
Response SLA | Best Efforts | Severity 1 < 15 mins | Severity 1 < 15 mins | |
Performance SLA** | No | Yes | Yes | **see service pillar link |
Dynamically Updated Support Documentation | Yes | Yes | Yes | |
Designated Technical Account Manager | No | No | Yes *** | ***for minimum monthly support fee of $15,000, available Business Hours |
Billing Assistance | No | No | Proactive billing support and cost optimisation | |
Managed Services Upgrade | No | No | Yes **** | ****for an additional fee |
Minimum Monthly Fee* | NIL | $2,500 | $7,500 | *minimum monthly fee is invoiced annually in advance unless PAYG Business Support |
*minimum monthly fee is invoiced annually in advance unless PAYG Business Support
** Performance SLA: See service pillar documentation at https://teamcloud.nz/legal
*** For minimum monthly fee of $15,000, available Business Hours
**** For an additional fee
***** NZ Government aggregate pooling permitted - if accepted into the NZ Aggregate Government Pooling Plan, aggregate monthly billing over $5M NZD per month will qualify for Enterprise Support at 2.5% of each accepted agencies annual commitment. (Subject to minimum monthly fee per agency of $5,000)
Rates are graduated, so for a $1.2M per month in annual TCUC committed spend, support would be calculated as 5% of the first $300K and 4% of the next $700K and 3% of the next $200K.