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 VES account. If you do not have an account, see Create a VES 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 Volterra Console
  • Phone at +1 (408) 900-6788
  • 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 Volterra console and select Support from the configuration menu. Click Create new support request. The send support request form loads.

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Figure: Create New Support Request

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 are Question, Request, and Incident.
  • 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, and Urgent. 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.

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Figure: Support Request Fields

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)