Support services
The UserClouds team prides themselves on delivering a high-reliability service. We also offer several contact points and escalation paths to get customer support, such as a shared slack channel for every customer. See below for a list of resources and recommended actions.
Severity Level | Definition | Recommended Action |
---|---|---|
Level 1 | Service is experiencing Downtime | Submit an Incident Response Form and, if concerned about response speed, call your primary point of contact |
Level 2 | Service is usable but is severely limited due to error or performance issues; features critical to business operations are materially impacted | Submit an Incident Response Form and, if concerned about response speed, call your primary point of contact |
Level 3 | Service is available; features not critical to business operations are impacted | Message on slack or email [email protected] |
Level 4 | The Service issue is minor to business operations, or is a general “how-to” question, or for resolved issues that remain open pending customer confirmation. | Review our Documentation and API Reference. If your question is not answered there, message on slack or email [email protected] |
Updated about 1 year ago