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About Support

MacStadium offers various First-Line Support Services 24/7 for customers on the Business, Pro and Premium support plans including:
  • Monitoring, that automatically opens support tickets
  • Remote Hands and Basic Support (primarily for Host-Level issues)
  • Shift manager to triage, evaluate severity, and escalate issues

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Advanced Engineering Support

Customers on the Business, Pro and Premium support plans can get 24/7 Engineering Team Support
  • Networking, storage, and virtualization expertise
  • Break/fix, upgrades, advice, troubleshooting
  • Non-urgent tickets are worked in the order they are received

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24/7 Off-Hours and On-Call Engineering Support

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

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Overview

Severity definitions for cloud environments:
  • Severity 1 - Outage incident affecting multiple customers
  • Severity 2 - Outage incident affecting a single customer
  • Severity 3 - Non-outage incident that adversely affects one or more customers. For example, network latency.
  • Severity 4 - Non-outage incident related to a redundant component failure
  • Severity 5 - False alarm

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Getting Started

MacStadium Ticketing System
  1. Start by logging in to portal.macstadium.com
  2. Click Support Center in the bottom-left corner.
  3. Click Create Ticket in the upper-right corner.
If the request is related to a specific subscription, then select it from the dropdown: 1. Select the appropriate ticket type.
2. Type a message in the text box.
3. (Optional) Attach files by clicking the paperclip icon in the bottom-left.
  • If the ticket or attachment contains sensitive information such as login credentials, and so on, then click the checkbox marked, sensitive information to ensure the message is never stored or transmitted in plain-text (meaning, via email).
4. Click Create Ticket and the ticket is created, assigned a number, and added to the new ticket queue.
  • You can 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).

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Possible Reasons for Creating a Ticket

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.

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Environment Set Up

  • Questions about the IP plan document.
  • Questions about firewall set up.

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Remote Hands Request

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

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Configuration Change Request

  • Requesting version update for a host OS or virtualization control layer.
  • Requests for infrastructure additions.
  • If you work with an Account Manager, reach out directly and have them quote prices, kick off the request, and so on.
  • If you do not have an Account Manager or have a simple request, you can open a ticket for:
    • Firewall upgrades
    • Host additions
    • Storage LUN expansions
    • Additional IP addresses
    • Notification on performance issues
Contact MacStadium if any unexplained performance degradation occurs.
MacStadium engineers can troubleshoot and return your infrastructure to optimal performance.

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Monitoring Alerts

  • Network Management System (NMS) alerts generated by our operational monitoring system.
  • Email alerts generated by internal monitoring sent to support@macstadium.com via an email address associated with the account.

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status.macstadium.com
Shows current status of each data center and is the ideal place to stay up-to-date on scheduled maintenance or unplanned outages.