Customer Responsibilities

To ensure the highest levels of support and the fastest possible resolution of your issue, please review the following requirements before contacting Technical Support.

• Technical Support Entitlement (time) must be available in your account before any support request can be opened.
• A Designated Contact (as described in "Designated Contacts" in the Technical Support Guide) authorized to report new Support Requests or update existing ones.
• A complete understanding of the technical infrastructure in which the platform is deployed.
• The ability to specify the Capacity Private Cloud product name and version number you are using.
• The ability to provide an accurate description of the issue and its business impact, including observed behavior versus expected behavior.
• Adequate training on platform product usage.
• The ability to transfer information electronically (for example, log files, configuration files, Linux core files, etc.) to assist with issue analysis.
• For Severity 1 - Critical production issues, a customer contact must remain available to work with Technical Support throughout the resolution process.
• Severity 1 – Critical issues should be opened by phone to facilitate the quickest possible resolution.

Before Logging a Support Request

Before contacting Support, please search the Knowledge Base for your issue. Many common issues can be resolved by reviewing the comprehensive collection of articles available. If you still need to open a support request, please have the following ready:

• A clear description of the problem.
• If reproducible, clear instructions on how to replicate the issue.
• A list of actions you have already taken in attempting to resolve the issue.