Ticketing and Support

How do I share my account details in a support ticket?

The simplest solution is to add them in the support ticket via our secure web interface. For additional security, we have also added a checkbox labeled Contains Sensitive Information which prevents the text being sent in your ticket note from appearing in any plain text emails - you and your team members must sign in to the customer dashboard to view the message.

You are also free to change the credentials after we are done assisting you.

If you are uncomfortable leaving that information available in an archived ticket (we can’t erase them), there are web services that can provide one-time, password-protected links to your sensitive text. Below are just a few of the options:

One-Time Secret
Privnote
SafeNote

MacStadium does not endorse the use of these services (we are confident in the security of our ticketing) but understand your desire for secure transmission protocols. Please thoroughly research the technology, terms and conditions, and privacy policy of third-party web service when considering sharing your sensitive content with them.

How can I get additional support managing my Mac environment?

When your request for support is beyond the scope of what MacStadium provides, we recommend getting in touch with one of our suggested IT partners. They all are familiar with MacStadium and Macminicolo products.

What are your support and escalation policies?

Support:

• 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

Escalation:

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 via the customer portal for:

• Firewall upgrades
• Host additions
• Storage LUN expansions
• Additional IP addresses
• Notification on performance issues

What if my Mac "locks up" or needs a reboot?

If your Mac locks up or becomes unavailable, you should first use the Power Management ‘Hard Reboot’ feature included with every dedicated server subscription at MacStadium via your control panel. Click a subscription, then click the Actions button, then Hard Reboot.

By clicking this button, a signal is sent to an APC-switched PDU power outlet dedicated to your Mac in our data center. The APC PDU will drop power for a few seconds and then restore power. Read this tutorial for more information about rebooting and scheduling a daily self-power via operating system settings.

What does the remote hands service cover?

MacStadium provides free live chat, email and phone support 24x7x365. Our free remote hands service is available 24x7x365 without hidden fees. Refer to this article for more details about what services are provided.