Support - severalnines/ccx-admin-guide GitHub Wiki

Support

Contact Support

In case there are problems with the CCX control plane or a datastore then please reach out to Severalnines Support Portal.

Make sure you "Sign up", before you create a support qequest. If you do not sign up, tickets may end up on a suspended queue.

  • Create a ticket? Tickets must be logged to https://support.severalnines.com/hc/en-us. Please create an account and sign up before you submit a ticket.

  • Phone support? No, only the ticketing system.

  • Slack/Teams/Zoom support? No, only the ticketing system.

  • Office hours? See SLA, use the ticketing system.

  • Non-office hours? See SLA, use the ticketing system.

  • Different flows for CCX and Customer datastores? No

Support Levels

Level 1 - Provided by You

This is support provided by your organization to the end users and shall include the following responsibilities:

  • Register and classify received support incidents and to undertake an immediate effort in order to resolve the issue as quickly as possible.
  • If no ad-hoc solution can be achieved, Partner will transfer the incident to Severalnines.
  • Partner will also process service requests and keeps users informed about their Incidents' status at agreed intervals.

Level 2 - Provided by Severalnines

Level 2 support is separated into three components. The Standard and Premium support tiers are defined in the SLA.

CCX Control Plane

Support for the Control Plane is included in the cost of CCX and is provided 24x7 support with a response time of 1 hour.

  • End User Datastore - Standard Support - See SLA
  • End User Datastore - Premium Support - See SLA