Support levels

Playground Tech offers support on two different levels.

• Level 1: Engineering Advisory

• Level 2: Partner-Led Support

These are further described on this page.

Level 1: Engineering Advisory

Key information

• What? General advisory regarding your cloud environment.

• Clouds? Available on all clouds; AWS, Azure, and GCP.

• Who? Accessible for all CMP Standard customers.

• Hours? Available from 08:00 to 17:00 Stockholm time.

Playground Tech's Engineering Advisory provides direct access to our team of cloud experts, offering advice and guidance to optimize your public cloud services. Designed to assist you in leveraging cloud technology effectively, our advisory services draw on Playground Tech's extensive experience and expertise.

Level 2: Partner-Led Support

Key information

• What? First-line support for all your cloud support requests and high-priority incidents.

• Clouds? Available on Azure and AWS.

• Who? Accessible for all Azure CMP customers by default, and for AWS CMP customers by request.

• Hours? Available 24/7, 365 days a year.

Playground Tech provides Partner-Led Support, acting as your first-line of technical assistance and ensures 24/7 customer service availability to ensure fast and reliable assistance for our customers. As a certified partner to both AWS and Azure, we serve as the primary point of contact for all your cloud-related support needs.

With Partner-Led Support, you receive direct access to Playground Tech’s knowledgeable support team, available 24/7/365. We handle the initial investigation, troubleshooting, and resolution of issues, ensuring a fast and efficient support experience. When necessary, we escalate cases to AWS or Azure on your behalf—managing all communication and coordination with the cloud providers to ensure timely resolution.

By centralizing support through Playground Tech, you benefit from:

• A single point of contact for multi-cloud environments

• Faster response times and personalized service

• Proactive issue management and guidance from certified cloud experts

• Seamless coordination with AWS and Azure when escalation is required

Partner-Led Support is accessible at any time through the support portal.