(Document being updated)
Through our helpdesk
Our preferred way of providing support is via our helpdesk. You can access this through our support centre at http://support.platform81.com
Are working hours are 8.30am-5.00pm Monday - Friday.
Once a helpdesk ticket has been opened, you'll be able to communicate with our support team via the ticket by email. You'll be able to select a priority for your ticket.
Service Level Agreements on Helpdesk Tickets
For your peace of mind, we will respond to your tickets within the following timescales:
Planned maintenance is always performed outside of peak hours wherever possible (which means we'll do the maintenance between 00:00 and 06:00). Sometimes this isn't possible, and in some cases it's actually better to do the work during office hours (for example with backup servers, where they're less heavily used during the day).
Occasionally things go wrong unexpectedly. When this happens we need to prioritise fixing the issue, especially if it affects many customers. However we'll always try to keep you updated.