ALL SYSTEMS OPERATIONAL99.99% UPTIME SLA
24/7 SUPPORT: +44 20 3807 5021
OMEGA CLOUDRequest Cloud Audit

CONTACT & SUPPORT PORTAL

Sales inquiries and live incidents take separate paths

Choose your path so support tickets never queue behind sales, and architecture calls never wait on an incident.

PATH A · PROSPECTIVE CLIENTS

Prospective Clients

Sales, IT consulting, cloud migration, and audit scoping.

Open the consultation form →PATH B · ACTIVE ENTERPRISE CLIENTS

Active Enterprise Clients

Ticketing portal, live engineer chat, and SLA escalations.

Go to support access →

PATH A · PROSPECTIVE CLIENTS

Sales & Audit Consultation

A lead architect reviews your submission before the first call, so the conversation starts at your actual environment rather than a discovery script.

01

Submission reviewed by the regional lead architect within one business day.

02

Scoping call covering environment, regulators, and SLA expectations.

03

Written audit or migration proposal with fixed scope and timeline.

ARCHITECTURE CONSULTATION REQUEST
Region
Primary service needed
Current infrastructure (select all that apply)

Routed by region and vertical. For a live incident, use the urgent ops line rather than this form.

PATH B · ACTIVE ENTERPRISE CLIENTS

24/7 Technical Support Access

DIRECT MESSAGE TO THE DUTY DESK

Tier-2 / Tier-3 engineers

Write to the on-duty engineering channel. Your message is delivered straight to the duty desk and answered by the engineer on shift — no generic AI bots.

DELIVERED TO THE ON-DUTY ENGINEER
REGIONAL SUPPORT HOTLINES

Direct to the on-duty desk

EUROPE (LONDON)
GDPR compliance, UK and EU data centres

GDPR compliance authority and UK/EU data centre estate.

EUROPE (SOFIA)
EU data residency, engineering and NOC operations

Engineering and network operations hub for the European estate.

SOUTHEAST ASIA (SINGAPORE)
APAC NOC, sovereign storage advisory

APAC network operations centre with multi-language coverage.

INCIDENT RESPONSE SLA MATRIX

What each priority level guarantees

PRIORITY LEVEL
SEVERITY DEFINITION
FIRST RESPONSE
TARGET ESCALATION
P1 — Critical
Core network, EHR, or PMS outage impacting patient/guest ops
< 15 minutes
Immediate lead architect war room
P2 — High
Major service degradation without complete operational shutdown
< 1 hour
Dedicated senior engineer assigned
P3 — Medium
Non-critical bug, maintenance request, or minor administrative task
< 4 hours
Standard maintenance queue
P4 — Low
General query, configuration request, or routine IT consultation
< 1 business day
Next business day resolution