Support Availability

MacStadium offers a number of 24/7 first-line services:

Monitoring that 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

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Additionally, our engineering team has 24/7 coverage for cloud customers.

Advanced engineering support available when you need it:

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

We also maintain 24/7 off-hours, on-call engineering support with:

4-hour maximum response time for system unavailability (Severity 1 and 2)
Non-urgent issues handled 8 AM the next working day (Severity 3 - 5)

Severity definitions for cloud environments:

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

MacStadium Ticketing System

Start by logging in to https://portal.macstadium.com
Click "Support Center" in the bottom-left corner
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

Create a Ticket for the following Reasons

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.

Environment setup questions

Questions about your IP plan document
Questions about setting up your firewall

Remote hands requests

Troubleshooting a non-responsive host
Re-imaging a host whose OS has become corrupted

Requests for configuration changes

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.

Monitoring alerts

NMS alerts generated by our operational monitoring system
Email alerts generated by internal monitoring sent to "[email protected]" via an email address associated with your account

Subscribe to our Status Page

http://status.macstadium.com/

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.