Giving Your Support Request the Appropriate Priority

To get your support request resolved as quickly as possible, make sure to give it the appropriate priority level. When triaging a new request, especially one submitted with a high priority level, the Metacloud Support team reviews it to confirm that the level is appropriate for the criticality of the reported situation. This ensures that the most critical customer issues get faster attention.

Note: The Support team will inform you in the request ticket if they have changed the priority level you selected when you submitted it. 

Priority levels correspond to how severely the issue affects or blocks your business operations. Before submitting your request, you can minimize review time by assessing the priority of your situation according to the following guidelines:

P1: Emergency

Business impact: The issue has a critical effect on your business operations. At least one condition applies:

  • An entire Availability Zone (AZ) is unavailable.
  • All or most Metacloud Hypervisors (MHVs) are unavailable.
  • Storage is unavailable.
  • Multiple Metacloud Control Planes (MCPs) are unavailable. (See Notes*.)

Initial response time: 30 minutes (See Notes**.)

P2: Critical

Business impact: The issue has a high impact on some of your business operations, and no procedural workaround exists. At least one condition applies:

  • The orchestration service is unavailable, even though instances are accessible.
  • You cannot launch instances.
  • All or most instances are inaccessible.
  • One MCP is unavailable. (See Notes*.)

Initial response time: 2 hours

P3: Urgent

Business impact: The issue does not severely impact business operations. There is a partial, non-critical loss of use, or a workaround exists. At least one condition applies:

  • A small number of MHVs are unavailable.
  • A small number of instances are inaccessible.

"Small" is based on the ratio of unavailable resources to total resources. For example, if your cloud has 100 MHVs, and five become unavailable, it would be a P3. If your cloud has 10 MHVs, and eight become unavailable, it would be a P2.

Initial response time: 24 hours

P4: Standard

The issue does not impact business operations. None of the conditions for higher priorities apply.

Initial response time: 72 hours

Notes

A major event, such as an entire cluster of instances becoming unavailable, may be a symptom of multiple MCPs being out of service. You can check MCP activity on your Dashboard for issues (see the section on controllers in Getting the Most Out of Your Dashboard Metrics). Also, the Metacloud Support team monitors MCPs and automatically receives an alert if any become unavailable.

** Response times are indicated in your Metacloud service contract. Initial response time is the amount of time for a Metacloud Support team member to initially respond to your request, not the time to resolve the issue.

 

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