# Cloud Support ## RapidResponse Support Go beyond troubleshooting with our industry-leading support team designed to be an extension of your business. - 24/7 Availability - Certified Engineers - End-User Support AT-A-GLANCE ## Why Your Company Needs Cloud Support Solutions Available across all of our managed services, our RapidResponse team is on hand to share their expertise with your IT resources and end users to ensure the technologies your business relies on run smoothly. Cloud Support ## Key Features and Benefits - **Always Available** - Receive one-on-one support from our live representatives and in-house support team 24 hours a day, every day. - **Multiple Communication Channels** - Whether you use our customer portal or the phone, it's easy to open a ticket with our support engineers. - **Certified Engineers** - Our 100% US-based RapidResponse team is staffed with Level 1 to Level 3 help desk and support engineers. - **24/7 Support** - Businesses that work around the clock can depend on 24/7 dedicated customer support and access to a help chat. ## Response Times Priority levels are assigned to all incidents, so issues are resolved in a timely manner. | Issue Priority | Description | First Response | | :--- | :--- | :--- | | P1 - Critical | The situation needs immediate attention. This level is reserved for issues that have a critical impact on business operations and directly affect a customer's time-sensitive business function and all users. | < 15 minutes | | P2 - High | This level is for issues with significant impact or time-sensitive service requests that directly affect important administrative functions and/or a large number of users. | < 30 minutes | | P3 - Medium | This level does not require expedited handling. P3 issues do not directly affect core business functions or important administrative functionality, and generally only affect a few users. | < 8 hours | | P4 - Low | This level is not time sensitive and the issue doesn't impact any business or administrative functions. | < 1 business day | ## RapidResponse Support With RapidResponse Support, IT leaders can stop dreaming of all those cool projects that keep getting bumped, and actually start tackling them. ## Cloud Resources ### How Cloud Computing Enhances Business Continuity and Disaster Recovery Ensure your organization remains operational during emergencies with a cloud-based business continuity plan and disaster recovery program. [Learn more](https://www.cox.com/business/cloud-services/resources/business-continuity-disaster-recovery.html) ### What is Backup as a Service? Find out how Backup as a Service helps protect your data and business from virtually anywhere. [Learn more](https://www.cox.com/business/cloud-services/resources/what-is-baas.html) ## Explore Other Cloud Services - [Monitoring](https://www.cox.com/business/cloud-services/cloud-monitoring.html) - [Infrastructure as a Service](https://www.cox.com/business/cloud-services/iaas.html) - [Security as a Service](https://www.cox.com/business/cloud-services/secaas.html) ## RapidResponse Support FAQs: ### What is RapidResponse Support? RapidResponse is our support team. Available across all of our managed services, it is designed to be an extension of your business, going beyond simple troubleshooting. Our team provides technical expertise to help your IT resources understand how to manage the technologies your business depends on for productivity and growth. ### Does RapidResponse provide 24/7 cloud support? Yes. One-on-one live, US-based representatives and in-house technical support team are open for business 24 hours a day, every day, just like you. ## Consult with a Cox Business expert Talk with our experts to make the ideal plan for your enterprise business no matter what solutions fit your needs. [Request a consultation](https://www.cox.com/business/contact-us/contact-enterprise-sales.html)