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Core Cloud Team Support

Overview

This page contains draft support information for the core cloud team. This section will be expanded with comprehensive support documentation and resources.

Support Channels

Primary Support

Emergency Support

  • Critical Issues: Available 24/7 for production outages
  • Escalation Process: Contact admin team for immediate assistance
  • SLA: 4-hour response time for critical issues

Support Categories

Technical Support

  • VM Management: Instance creation, configuration, and troubleshooting
  • Networking: Security groups, floating IPs, and connectivity issues
  • Storage: Volume management, snapshots, and data recovery
  • Security: Key pair management, access control, and security best practices

Account Management

  • Billing: Usage tracking, quota management, and billing inquiries
  • User Management: Adding/removing users, role assignments
  • Project Management: Creating projects, managing resources
  • Authentication: Two-factor authentication setup and troubleshooting

Infrastructure Support

  • Performance: Resource optimization and performance tuning
  • Monitoring: Setting up alerts and monitoring dashboards
  • Backup & Recovery: Data backup strategies and disaster recovery
  • Compliance: Security compliance and audit support

Getting Help

Before Contacting Support

  1. Check Documentation: Review relevant guides in our documentation
  2. Search Known Issues: Check if your issue is already documented
  3. Gather Information: Collect error messages, screenshots, and system details
  4. Test Basic Connectivity: Verify network connectivity and access

Information to Include

When contacting support, please provide: - Account Details: Username, project name, and organization - Issue Description: Clear description of the problem - Error Messages: Full error messages and codes - Steps to Reproduce: Detailed steps that led to the issue - Screenshots: Visual evidence of the problem - System Information: Operating system, browser, and relevant software versions

Common Issues & Solutions

VM Access Problems

  • SSH Connection Issues: Check security groups and key pairs
  • Console Access: Verify VM is running and console is responsive
  • Network Connectivity: Ensure floating IP is properly assigned

Storage Issues

  • Volume Mount Problems: Check filesystem and mount commands
  • Snapshot Failures: Verify available space and permissions
  • Performance Issues: Review volume type and IOPS limits

Networking Problems

  • Floating IP Issues: Check network configuration and router setup
  • Security Group Rules: Verify inbound/outbound rules
  • DNS Resolution: Check DNS settings and domain configuration

Support Resources

Documentation

Training Materials

  • Getting Started Guide: Basic cloud operations and setup
  • Best Practices: Security, performance, and cost optimization
  • Advanced Topics: Automation, scripting, and integrations

Community Resources

  • User Forums: Community discussions and solutions
  • Knowledge Base: Searchable database of common issues
  • Video Tutorials: Step-by-step visual guides

Escalation Process

Level 1 Support

  • Initial Response: Basic troubleshooting and common issues
  • Resolution Time: 1-2 business days
  • Escalation Criteria: Complex technical issues or account problems

Level 2 Support

  • Advanced Technical Issues: Complex networking, storage, or performance problems
  • Resolution Time: 2-5 business days
  • Escalation Criteria: Infrastructure-level issues or critical system problems

Level 3 Support

  • Engineering Team: Core platform issues and feature requests
  • Resolution Time: 5-10 business days
  • Escalation Criteria: Platform bugs, security issues, or major feature requests

Service Level Agreements

Response Times

  • Critical (P1): 4 hours
  • High (P2): 24 hours
  • Medium (P3): 48 hours
  • Low (P4): 72 hours

Resolution Times

  • Critical (P1): 24 hours
  • High (P2): 72 hours
  • Medium (P3): 5 business days
  • Low (P4): 10 business days

Contact Information

Support Team

Emergency Contacts

  • Critical Issues: Available 24/7
  • Emergency Phone: Contact admin team for emergency number
  • After Hours: Email support with "URGENT" in subject line

This is a draft document and will be updated with additional support information and resources as they become available.