Support customers wishing to create new support tickets and access our CloudStack Infrastructure Support should do so via the ShapeBlue Support Portal:
Here you can create new tickets, get emergency help, access “Instant Guru” and get updates. If you are logging an Emergency / Priority 1 (P1) ticket , please use the portal so it is immediately routed to the correct team.
Customers should ensure they are familiar with our security policy before sending us data.
If you are an existing support customer, you can also call our Global Support line: +44 203 627 1090. However we recommend our portal as the fastest way to gain support.
If you are not currently a support customer and would like to talk to us, please use the ‘Get in Touch’ link at the top of the page or contact us here.
For information on the Priority Levels, please see the table below.
P1 – Critical Severity
An emergency issue. This issue causes failure of mission-critical services or resources with no short-term workaround and therefore you are unable to carry out functions essential to internal or customer operations, projects cannot be completed, end-users cannot carry out any normal, day to day operations.
P2 – Medium Severity
Your live, production system is available and running. A problem is causing minor or limited impact to services or resources. You remain able to carry out functions essential to internal or customer operations, projects can be completed, end-users can carry out normal, day to day operations.
P3 – Low (P3) Severity
No major impact on internal or customer operations, end-users, services or resources.
