- Monitoring via LogicMonitor, which can open support tickets automatically
- Remote hands and basic support (primarily for host-level issues)
- Shift manager to triage, evaluate severity, and escalate issues
- Response time is typically less than 5 minutes
Additionally, our engineering team has 24/5 coverage for cloud customers.
- Networking, storage, and virtualization expertise
- Break/fix, upgrades, advice, troubleshooting
- Non-urgent tickets are worked in the order they are received
- Response time on urgent tickets is ASAP, less than 2 hours
- 4-hour maximum response time for urgent issues (Severity X-Y)
- 2-hour maximum response time for system unavailability (Severity 1 and 2)
- Non-urgent issues handled 8am the next working day
- Severity 1 - An outage incident affecting multiple customers
- Severity 2 - An outage incident affecting a single customer
- Severity 3 - A non-outage incident that adversely affects one or more customers. For example, network latency.
- Severity 4 - A non-outage incident related to a redundant component failure
- Severity 5 - A false alarm
- Start by logging in to https://portal.macstadium.com
- Click "Create Ticket" in the upper-right corner
If your request is related to a specific subscription, please select it from the drop-down
- Select the appropriate ticket type
- Type your message in the text box below
- You may attach files by clicking the paperclip icon in the bottom-left
- If the ticket or attachment contains sensitive information such as login credentials, etc., please click the checkbox marked, "sensitive information" to ensure the message is never stored or transmitted in plain-text (e.g., via email)
- Once you click "Create Ticket" below the text field, your ticket will be created, assigned a number, and added to the new ticket queue
- You may review all tickets (open and closed), responses, and attachments via the same portal
- You can close tickets by selecting "Closed" from the dropdown beside the ticket number
Creating a ticket through MacStadium's customer portal is the fastest and most secure way of reaching MacStadium engineering staff. Each ticket is immediately reviewed 24/7 by one of our customer support technicians. When necessary, tickets are escalated to more specialized engineering staff. Tickets are the best way to kick off most requests.
- Questions about your IP plan document
- Questions about setting up your firewall
- Troubleshooting a non-responsive host
- Re-imaging a host whose OS has become corrupted
- Requesting version update for a host OS or virtualization control layer
- Requests for infrastructure additions
- If you typically work with an Account Manager, it is ideal to reach out directly and have them quote prices, kick off the request, etc.
- If you do not work with an Account Manager or have a very simple request where you're already aware of pricing, you can open a ticket for
- Firewall upgrades
- Host additions
- Storage LUN expansions
- Additional IP addresses
- Notification on performance issues
- Please notify us any time you see unexplained performance degradation
MacStadium engineers can help troubleshoot and return your infrastructure to optimal performance.
- NMS alerts generated by LogicMonitor
- Email alerts generated by internal monitoring sent to "email@example.com" via an email address associated with your account
This website shows current status of each data center and is the ideal place to stay up-to-date on scheduled maintenance or unplanned outages.