Getting Help

In this article:

Use this site to get help with issues that disrupt operations in your cloud:

  • A virtual device, such as an instance or virtual router, becomes unavailable or does not perform as expected.
  • A Metacloud service, such as Compute (nova) or Block Storage (cinder), does not perform as expected.
  • You encounter problems or unexpected results using the Dashboard or the Command-Line Interface (CLI).
  • Hardware provided by Cisco to support your cloud, such as a Metacloud Control Plane (MCP) or a Metacloud Hypervisor (MHV), becomes unavailable or does not perform as expected.  

Using Solutions

You may find that you can quickly resolve certain issues on your own, either by taking simple troubleshooting steps or by using best practices, as with the following examples:

Search for your issue in the Solutions knowledge base, either by scanning the Solutions page or by using the Search feature on this site. The Metacloud documentation team updates the knowledge base continuously with solutions derived from customer request tickets, so your issue may have been addressed and documented.

The knowledge base also includes tips and best practices for getting the best performance out of your cloud, such as:

Some solutions explain complex or confusing concepts, like "Availability Zones".

Besides helping you solve your issue quickly, using knowledge base solutions can help you improve your working knowledge of Metacloud. 

Tip: See the Documentation site for comprehensive information about Metacloud.

Submitting a Request

Submit a Support request if you're unable to resolve your issue on your own, or if you need Support to perform maintenance in your cloud:

  1. Select Submit a request from the top menu bar of this site.
  2. Enter a subject for your request. 
  3. Fill out the request form thoroughly.
    Tip: Provide as many relevant details as you can. See Expediting Your Request with Important Information.
  4. Select a priority level. See Giving Your Support Request the Appropriate Priority.
  5. If possible, attach a screen shot or other file to provide additional context about your issue.
  6. Click Submit. The site displays a request number and sends you a confirmation email.

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Viewing or Updating a Request

To view the status of an open request or give the support team new information about an issue:

  1. Select Requests from the menu bar.
  2. Select My Requests on the My activities page.
  3. Click the relevant request to view its activity history. Comments appear in chronological order, so you can track the history of your request from the beginning.
  4. Use the comment field to ask a question or share any new information about the issue.
  5. Attach any additional files that may provide more context about the issue.
  6. Click Submit to save any comments or attached files.

You receive an email every time a Support team member enters a question or comment about your request. If you reply directly to the email, your reply appears with the comments for the service request in the portal.

Viewing Other Requests in Your Organization

The Support site typically associates individual customer accounts with an organization, and any member of that organization has visibility into support requests by any other member of that organization.

To view support requests submitted by other members of your organization:

  1. Select Requests from the menu bar.
  2. Select Organization Requests on the My activities page.

Updating Your Cloud

Metacloud engineers proactively troubleshoot and update your cloud, deploying enhancements to ensure secure, reliable, and optimal performance. When it is appropriate to deploy software or perform work on the environment, they coordinate with your team to schedule maintenance with minimal or no disruption.

To initiate changes on your own, see Requesting Updates, Additions, or Changes to Your Cloud.

 

Have more questions? Submit a request
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