Volterra Support Process
Objective
This guide describes the support process for the Volterra SaaS service and also provides information on how to raise support requests through various channels available to the customers.
Note: In order to raise a support request, you must have Volterra Account. If you do not have an account, see Create a Volterra Account.
Support Channels
The Volterra support is available all year round 24 hours a day and 7 days a week. You can contact the support through the following ways:
- Customer portal available at VoltConsole
- Email at
support@volterra.io
It is recommended to create a ticket using the customer portal. In case you are not able to access the portal, you can contact using the specified phone number and the support team creates the ticket for you.
Raise Support Request Using Customer Portal
Before contacting the support team, it is recommended to prepare the following that are required to address your issue at the earliest:
- The name and contact information of the person who owns the ticket
- Accurate time, including the time zone, of the events
- Precise description possible of the issue
- Impact of the incident from the customer point of view
-
Additional information to help resolving the issue such as:
- Logs, error messages, screenshots, etc.
Perform the following to raise a ticket using the customer portal:
Step 1: Log on to the VoltConsole and select Support
from the configuration menu. Click Create new support request
. The send support request form loads.
Step 2: Select the appropriate options as per the following guidelines:
- Select a question type for the
What kind of question do you have?
field. The available types areQuestion
,Request
, andIncident
. - Select a topic from the list of topics available as per the selected question type.
- Select a priority from the list of available options. Available options are
Normal
,High
, andUrgent
. Choose the priority as per the guidelines specified in the Ticket Priorities chapter. - Enter a short subject for your problem in the
Please choose a subject for your issue
field. - Describe the problem in the
Please explain the problem below
field. - Optionally, add a supporting screenshot for your problem using the
Add a screenshot
option.
Step 3: Click Send
to complete creating the support request.
Ticket Priorities
Every support request is handled based on the related priority. When you open a support request, you can select the priority. The following table lists and explains the various priorities:
Priority | Description | Expected Response Time SLA |
---|---|---|
P3: Normal | Regular question or issue that does not have an impact on work or business. | Organization: Best Effort (24 hours) Teams: Best Effort (24 hours) Individual: 24 hours Freemium: Best Effort (24 hours or longer) |
P2: High | The issue affects my day-to-day work. | Organization: 1 hour Teams: 4 hours Individual: 12 hours Freemium: Best Effort (24 hours or longer) |
P1: Urgent | The issue affects the core performance of my business. | Organization: 1 hour Teams: 4 hours Individual: 12 hours Freemium: Best Effort (24 hours or longer) |