(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:


Priority 

Response Time

EMERGENCY 

15 minutes 

High 

4 hours 

Medium 

1 day 

Low 

2 days


Planned Maintenance

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).


Unplanned outages

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.