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Rapid response cloud service

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

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Always Available

Receive one-on-one support from our live representatives and in-house support team 24 hours a day, every day.

Enterprise grade SLA

Multiple Communication Channels

Whether you use our customer portal or the phone, it’s easy to open a ticket with our support engineers.

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Certified Engineers

Our 100% US-based RapidResponse team is staffed with Level 1 to Level 3 help desk and support engineers.

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Comprehensive Coverage

Receive complete support for any issues within our infrastructure, supported applications and cloud platform.

24/7 support

Strong Technology Partners

Thanks to our tight relationships with our technology partners, issues outside of our infrastructure can be escalated when necessary.

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 on 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.

RapidResponse Support FAQs:

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.

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.

Contact Cox Business

Let's build the best plan for your business.

Within the next business day we'll reach out to:

  • Learn about your business needs and challenges.
  • Provide a comprehensive plan on how we can help your business.
  • Share our contact information, giving you time to research other options.
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