Service Update: Updated Service Plans and SLA Effective July 1, 2025
Service Plans and SLA Updates take effect July 1, 2025.
Overview of Changes
Effective July 1, 2025, Cumulus Global is updating our Service Plan options and our Service Level Agreement (SLA). The objectives of these Service Plans and SLA updates are to:
- Clarify differences between our Service Plans and our Managed Cloud Services
- Create new Service Plan options that better meet client needs and budgets
- Update out-of-plan service expectations
Service Plans vs Managed Cloud Services
Our Service Plans remain consistent with traditional IT services. Through these plans, we offer unlimited, remote, admin of the cloud and IT services we provide. Our focus is on helping your internal or other IT resources best configure, manage, and support these services. Our Service Plans do not include active monitoring and management. They also exclude cyber attack recovery services.
Our Managed Cloud Services add unlimited, remote, co-management of your cloud and, optionally, other IT services bundled with security, admin, and management tools. Our Managed Cloud Services let you partially or completely hand-off responsibility for monitoring, managing, and supporting your IT services to us.
Service Plan Changes
We now have four Service Plan options, you can select the Service Plan that best meets your needs and budget:
- Self Service: We include this free Service Plan option with the cloud services we provide. Self Service provides subscription and license administration and assistance with hardware warranty service claims.
- Limited Service: Our economy plan provides assistance with basic user account management — adds, changes, and deletes — and user-license assignments. We will also help escalate vendor support requests when applicable. This ultra low-cost plan is designed for clients wanting assistance with user account and license management that do not yet need or want our Admin or Premium services.
- Admin Service: Our most popular plan provides unlimited, remote assistance for the IT resources responsible for administration, management, security, and support of your cloud-based and other IT services. We bring expertise and experience to help the helpers with back-end and end-user issues.
- Premium Service: Our top level service adds Tier-2 end user support to our Admin Service offering.
Our current Basic Service plan is discontinued as of July 1, 2025, for new and monthly/flex clients. To remain on a free plan, you may opt-out of moving to our Limited Service plan.
For clients with annual or multi-year commitments, your Basic Service plan ends at your first renewal after July 1, 2025. We may, at our option, move you to our Limited Service plan at no cost through the end of your current commitment.
Out-of-Plan Services
We have updated the minimum and incremental times on which hourly and prepaid hour services are tracked and billed.
The new SLA clarifies that our Service Plans and Managed Cloud Services do not cover any cyber attack recovery services. The SLA outlines rates and surcharges for these services.
More Information
- Our website provides more information about our Service Plans and our Managed Cloud Services.
- You can contact us by email, via our website, or by scheduling a call with one of our Cloud Advisors.
About Cumulus Global
Managed Cloud Services for Small and Midsize Businesses, Governments, and Schools
Cumulus Global (www.cumulusglobal.com) is an industry-leading managed cloud service provider with a mission to deliver solutions with tangible value.
- What We Do: We translate your business goals and objectives into solutions and services.
- How We Do It: We start with your business needs and priorities. Planning and migration includes guidance to help your team adopt and utilize new services. Your team benefits from co-managed services, ongoing support, and client success services that help you adapt as your business changes and grows.
- What We Offer: Managed cloud solutions featuring Google, Microsoft and over three dozen providers.
For more information, schedule a no-obligation introductory meeting with a Cloud Advisor.
