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.
For information on the Priority Levels, please see the table below.
P1 – Critical Severity
Your live, production system is unavailable. This outage causes failure of mission-critical services or resources with no short-term workaround. Unable to carry out functions essential to internal or customer operations, projects cannot be completed, end-users cannot carry out 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.