We are here to help!
We want you to love StorageOS. If you have a question, our team of Product Reliability Engineers are here to help. Submit a ticket, reach out to us on email or on Slack for support. We provide our customers with private Slack channels to ensure you get all the support you need. Production applications are critical to your business.
All StorageOS support is delivered by trained engineers who also participate in the testing and development of the product. You choose the support your business needs.
StorageOS Support Prioritization and SLA
To prioritize, we define several different issue severity levels.
The definitions of these, along with our SLA response times, are as follows:
|Severity||Description||Production Impact||SLA First Response Time
|SLA First Response Time
|1||Full cluster outage.
More than 50% of volumes or entire cluster affected.
|Severe||4 business hours||1 hour|
|2||Partial cluster outage.
One or more volumes affected.
|Moderate||8 business hours||2 hours|
|3||General troubleshooting or enquiries||Negligible||24 business hours||4 business hours|
StorageOS Business Hours
We define our business hours as 0900-1800 Europe/London time, Monday – Friday.