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]