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Standard Support

Everything You Need to Benefit from the Power of Akamai

All that is necessary to leverage Akamai’s managed services for powering rich media, dynamic transactions, and enterprise applications online

Through Luna Control Center, the tech support teams will be at your disposal for the integration of solutions, service management and monitoring - and can be reached at any time.

Akamai’s Standard Support Package provides customers with all that is necessary to leverage Akamai’s managed services for powering rich media, dynamic transactions, and enterprise applications online. Delivered to all Akamai customers, the Standard Support Package gives you on-call access to pooled technical experts along with market- leading provisioning, reporting, management, and diagnostic tools via the Luna Control Center.

Should you need more in-depth assistance or training from our team of experts, you can sign up for additional service packages any time.

BENEFITS TO YOUR BUSINESS

  • Efficient additions/changes with self-service provisioning and management tools
  • Control of your online business through the Luna Control Center
  • Insight into your operations with exceptional online reporting
  • Increased availability and response to issues with the most reliable services in the industry
  • Self-sufficiency with our online troubleshooting and diagnostic tools
  • 24x7x365 technical support when you need it
  • Standard Support Package
  • More 

    What you get with Akamai Standard Support

    Pooled Technical Support Team

    Designed to be customer-centric, our technical support process ensures you always have access to a knowledgeable consultant who can solve any problem. Leveraging state-of-the-art support technologies, our consultants address your Support needs efficiently and quickly. Pre-sales and implementation consultants are engaged as needed to configure services that meet your business and technical requirements. For subsequent changes and additions to your Akamai services, you can engage resources by contacting your sales account executive.

    Self-Service Configuration Tools

    With the most extensive set of self-service tools in the industry, Akamai empowers you to provision many of its service features. The result? You improve your time to market and proficiency in managing this powerful extension to your infrastructure.

    Pooled Account Management Team

    At all times, you have access to an on-call team providing best-of-class support. The team is composed of a globally distributed staff with significant professional experience and advanced degrees. Designed to be customer-centric, our business support process ensures you get directed to the right point of contact who can solve any problem. Leveraging state-of-the-art support technologies, our consultants address your business needs efficiently and quickly.

    Luna Control Center, Email and Phone Support Requests

    You can request technical support assistance in three ways:

    • You can request technical support assistance in three ways:
    • Luna Control Center : https://control.akamai.com
    • Email: ccare@akamai.com
    • Phone: +1. 877.4.AKATEC or +1 617.444.4699
    • Email: ccare@akamai.com
    • Support for critical P1 service issues must be requested by phone in order to ensure a timely response.

    _Support-Requests

    • Business Hours are, by geography, as follows, Monday through Friday, excluding local holidays:
    • North America (GMT -05:00) 9:00 AM to 9:00 PM ET
    • Europe (CET) 9:00 AM to 6:00 PM
    • Asia-India (GMT +05:30) 9:00 AM to 6:00 PM
    • Asia-Japan/Singapore (GMT +08:00) 9:00 AM to 6:00 PM

    Technical Support Priority Definitions

    • P1 – Critical Impact: Akamai system or major application is down or seriously impacted and there is no reasonable workaround currently available.
    • P2 – Major Impact: Akamai system or application is partially or moderately impacted, or a single incidence of failure is reported. There is no workaround or the workaround is cumbersome to implement.
    • P3 – Low Impact: Routine maintenance, configuration change requests, questions about your account or contract, help managing your services online, information requests, and general feedback.

    Fifteen Support Requests Per Year

    You are granted up to fifteen (15) support requests per year. While the Akamai Intelligent PlatformTM is proven to be very reliable, you have unlimited access to technical support for any Akamai-related issues that impact the performance or availability of Akamai services.

    Online Troubleshooting/Diagnostic Tools

    Akamai’s Luna Control Center includes extensive troubleshooting guides and diagnostic tools.

    Online Management, Control, and Reporting

    Through the Luna Control Center, you can access a variety of service management tools. With these tools, you’ll gain visibility into and control over what is now your extended infrastructure. You can confirm successful delivery of content, view traffic patterns and geographic dispersions, and monitor/ troubleshoot your origin infrastructure. A unique real-time alert capability informs you when defined thresholds have been crossed, indicating that performance and user experience have degraded.

    On-Demand Training Modules

    By taking advantage of the training modules available through the Luna Control Center, you can learn to utilize the reports and tools referenced in this brochure. Each module includes in-depth information and software simulations, including a basic overview of Akamai, technical how-to, troubleshooting, and administration.

    Enhanced Support SLA Service Management

    Last News

    2019-01-23

    Digitec Galaxus AG Improves the Security and the Performance of its Online Shops

    Digitec Galaxus AG Improves the Security and the Performance of its Online Shops

    Find out how Switzerland’s largest online retailer improved digital security and performance.

    View more
    2018-11-26

    Arturai is proud to announce its Akamai 2018 Commitment to Service Excellence Award winning.

    Arturai is proud to announce its Akamai 2018 Commitment to Service Excellence Award winning.

    This year Arturai was recognized in Barcelona by its Commitment to Service Excellence. This award acknowledges Arturai’s outstanding Customer Support and Services Management all over the years.

    View more
    2018-10-10

    Akamai Announces Platform Enhancements Designed To Bolster Security And Agility For Digital Businesses.

    Akamai Announces Platform Enhancements Designed To Bolster Security And Agility For Digital Businesses.

    Adds intelligent security automation, advanced threat protection for web apps, deeper real-time insights, and improved efficiencies to the edge.

    View more
    2018-09-20

    Akamai Identified As A Bot Management Leader By Independent Research Firm.

    Akamai Identified As A Bot Management Leader By Independent Research Firm.

    Report highlights that Akamai offers robust attack response, threat research and visibility; standout capabilities include threat analysis that can tie to financial loss.

    View more
    2018-09-19

    Akamai Credential Stuffing Report Shows Financial Services Industry Under Constant Attack From Automated Account Takeover Tools.

    Akamai Credential Stuffing Report Shows Financial Services Industry Under Constant Attack From Automated Account Takeover Tools.

    Latest State of the Internet / Security data reveals worldwide malicious login attempts are on the rise; report cites more than 8.3 billion detected by Akamai in recent two-month period alone.

    View more
    2017-09-28

    ARTURAI AT THE AKAMAI'S EDGE17

    ARTURAI AT THE AKAMAI'S EDGE17

    Connect to Tomorrow

    View more
    2016-08-25

    Arturai at the Akamai's Edge16

    Arturai at the Akamai's Edge16

    Bringing the future into focus in San Francisco

    View more
    2016-03-09

    State of the Internet - Security Report - Q4 2015

    State of the Internet - Security Report - Q4 2015

    The Q4 2015 report provides analysis and insight into the global cloud security threat landscape

    View more
    2015-12-09

    State of the Internet - Security Report

    State of the Internet - Security Report

    The Q3 2015 report provides analysis and insight into the global cloud security threat landscape

    View more
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