Welcome to our CoreStack Technical Support guide, where customer satisfaction is our primary objective! This Technical Support guide is backed by a team of trained and experienced support engineers that are there to assist you. With Operations in the USA and India, we provide our customers with 24×7 support for your critical issues.
To make sure your request is prioritized correctly, we have established service request severity levels and a definition of each level. When you contact us, you will be asked to assign your request a severity level.
Severity 1 (S1): CoreStack is “down” or there is a critical impact to your operations. We will commit to work around the clock to resolve the situation. Expect all necessary resources and support from your team as well.
Severity 2 (S2): CoreStack performance is severely degraded, or you are unable to perform certain key functions which significantly affect your operations. We will commit to work continuously during normal business hours to resolve the situation. Expect all necessary resources and support from your team as well.
Severity 3 (S3): Functional issues that impact specific operation or users while most other operations remain functional. We will commit to work during normal business hours to restore service to satisfactory levels.
Severity 4 (S4): You require information or assistance with CoreStack product capabilities. There is little or no impact on your normal operations.
To submit a service request, you can send an email to [email protected] . This creates a ticket in our ITSM tool. The ticket will be triaged based on the severity and assigned to the respective L2 engineers to work on them.
Specifying the following info will help expedite your request:
Our technical support team will provide you with an update and the ETA for resolution. However, you can always provide more information or request updates by replying to the email received from support.
Our resolution framework is described in the picture below. All requests will be triaged by the Level-1 Support team and they would try to resolve them based on Known Issues Database. Based on the severity of the ticket, the request will be escalated to Level-2 and Level-3 within the escalation window.
The Escalation Manager will be in loop for all escalations to L2/L3 and will facilitate the swift recovery of the system. Recovery will be the first priority which will ensure that the critical operations if any blocked are resumed. The team will then work on the root cause analysis and permanent resolution to ensure that the issue does not occur again.
Continuous updates shall be provided to the requester of the ticket. The requester can also contact the escalation manager if required to get further details on the resolution status.
Given below are the typical response times for various severity levels. Please refer your SoW / contract for the actual service levels agreed for the specific engagement. Response time will differ based on the support plan purchased.
As part of our internal resolution framework, there will be timely escalations to the Escalation Manager. However, at any point, if you are not satisfied with the progress on resolving your service request, especially for S1 and S2 requests, you can reach out to the Escalation Managers directly.
Email: [email protected]USA: +1 425 324 1575India: +91 89391 17535
CoreStack support team is available 24×7 to help with any critical issues and requests. The support window for a specific engagement might differ and will be mentioned in the SoW / contract.
Level-1 Support team: Available anytime and typical response times are 30 mins or less.
Level-2 Support team: Team of Cloud Ops Engineers available during business hours (9am to 7pm IST) and also a primary and secondary support engineer is available on-call during non-business hours to help with critical issues (S1, S2).
Level-3 Support: Available on-demand to support any critical issues (S1, S2).
Note: Support window is subject to change based on the agreed support plan. Only Premium Support Plans have 24×7 support included.
The managed services engagement for cloud resources goes thru the following phases:
CoreStack team has the following roles and responsibilities relevant to each customer engagement
CoreStack documentation with details of all features and capabilities is available here: https://docs.corestack.io
Getting Started: https://docs.corestack.io/getting-started/
CoreStack Use Cases: https://docs.corestack.io/corestack-use-cases/
Note: The same documentation is made available within the HELP section of the Cloud Management Portal.