Customer Support & Migration Services Policy
Enterprise Cloud Support Built for Business Continuity
At AceCloud, we deliver enterprise-grade cloud infrastructure backed by 24×7 technical support to help ensure platform availability, operational continuity, and service reliability.
This policy outlines the scope of standard support services, migration assistance, customer responsibilities, and optional professional services available as part of the AceCloud platform. This policy is subject to and supplemented by the MSA.
Scope of Standard Support
AceCloud provides support for infrastructure and platform-related services operated and managed within the AceCloud environment.
Standard Support Includes
- Cloud platform availability monitoring
- Compute infrastructure support
- Storage platform support
- Network connectivity troubleshooting within the AceCloud platform
- Basic platform usage guidance
- Infrastructure incident response and coordination
- Infrastructure Service health monitoring and operational assistance
Support coverage applies to services provisioned and managed on the AceCloud cloud platform.
Complimentary Migration Assistance
To simplify onboarding and accelerate cloud adoption, AceCloud provides complimentary infrastructure-level migration assistance for eligible workloads.
Included Migration Activities
- Import of virtual machine images
- Upload and attachment of virtual machine disks
- Virtual machine creation within the AceCloud environment
- Initial system boot validation
- Basic infrastructure-level migration coordination
The purpose of complimentary migration assistance is to help customers successfully move supported workloads onto the AceCloud platform.
Complimentary migration assistance is provided on a reasonable best-effort basis for supported workloads and supported platform configurations.
Services Outside Complimentary Migration Scope
Complimentary migration assistance is limited to infrastructure-level workload transfer and validation.
The following activities are not included unless separately agreed under a professional services engagement:
- Any OS and Network Level troubleshooting
- Application installation or configuration
- Application troubleshooting or optimization
- Database migration or database administration activities
- Middleware configuration
- Operating system hardening or tuning
- Network architecture redesign
- Kubernetes deployment or container orchestration setup
- Disaster recovery design or implementation
- Third-party software integration
- Application dependency remediation
- Security compliance implementation
- Performance benchmarking or tuning
Customers requiring assistance beyond the standard migration scope may engage AceCloud Professional Services.
Shared Responsibility Model
AceCloud services operate under a shared responsibility model.
AceCloud is responsible for managing and maintaining the underlying cloud infrastructure, including core platform availability, physical infrastructure, and associated cloud services operated by AceCloud.
Customers remain responsible for the administration, operation, security, compliance, and management of workloads, applications, operating systems, configurations, identities, and data hosted within their environments unless explicitly covered under a separate managed services agreement.
Customer Responsibilities
Customers are responsible for the administration, operation, and management of all systems, applications, and data hosted within their workloads unless explicitly covered under a separate managed services agreement.
Customer-Managed Components Include
- Guest operating systems
- Applications and middleware
- Databases
- User access management
- Security policies and configurations
- Endpoint and workload security
- Backup policies and data retention
- Application licensing compliance
- Data protection and regulatory compliance requirements
- Any troubleshooting related to customer architecture and workload
Customers are responsible for maintaining appropriate backups, security controls, and operational procedures for their hosted environments.
Customers are additionally responsible for validating application functionality, workload integrity, and data consistency following migration or infrastructure-related activities.
Unless explicitly contracted as part of a managed security or compliance engagement, AceCloud does not manage customer application security, endpoint security, identity management, regulatory compliance controls, or customer-specific governance policies.
Professional Services
AceCloud offers optional Professional Services for customers requiring advanced implementation, modernization, architecture consulting, or managed project delivery.
Available Professional Services
- End-to-end application migration
- Database migration and modernization
- Cloud architecture design and consulting
- Disaster recovery planning and implementation
- Kubernetes deployment and management
- Infrastructure optimization
- Security architecture consulting
- Backup and business continuity implementation
- Hybrid and multi-cloud integration
- DevOps and automation services
Professional Services are delivered based on mutually agreed project scope, timelines, and commercial engagement terms.
Service Limitations
AceCloud support obligations are limited to infrastructure and services operated within the AceCloud platform.
AceCloud may limit or decline support for end-of-life operating systems, unsupported software versions, unsupported third-party applications, or unsupported configurations.
Service availability commitments, where applicable, are governed separately under executed service agreements, commercial contracts, or formally approved SLA documentation. (acecloud.ai/legal/terms-of-service-level-agreement/)
AceCloud is not responsible for:
- Customer-developed applications
- Third-party software defects or licensing issues
- Unsupported operating systems or applications
- Data corruption caused by customer actions or external software
- Customer-managed security incidents
- Delays caused by third-party vendors or external dependencies
Resolution timelines may vary depending on issue complexity, third-party involvement, and customer responsiveness.
Change Management and Maintenance
AceCloud may perform scheduled maintenance activities, infrastructure upgrades, or platform improvements as part of ongoing service operations.
Where reasonably possible, advance notification will be provided for planned maintenance activities that may impact service availability.
Emergency maintenance may be performed without prior notice when required to protect platform stability, security, or operational continuity.
Policy Updates
AceCloud reserves the right to modify or update this policy from time to time to reflect operational, technical, legal, or service-related changes.
The latest version of this policy will supersede all previous versions.
Contact Information
For support assistance, migration planning, or professional services inquiries, please contact the AceCloud support team or your assigned account representative.
Email: [email protected]
*US: +1-205-784-3930
*IND: +91-789-789-0682
Summary
AceCloud focuses on delivering reliable, scalable, and secure cloud infrastructure services while enabling customers to maintain operational control over their applications, operating systems, and business workloads.
Our support and migration services are designed to provide a clear operational boundary, streamlined onboarding experience, and enterprise-grade cloud service delivery.
