Data Center customers operate our products in mission critical environments and want to feel confident that if issues arise they can be addressed quickly. We want to reassure them that we'll monitor the response times to their support requests:
| Step 1 | Any issue that is not an emergency should be raised in the "RY" project in Jira. | Optional. |
|---|---|---|
| Step 2 | Create a support request on https://playsql.atlassian.net/servicedesk. Don't forget to mention "Data Center" to be in the right queue.
| We actively monitor the response times on this queue. Our public target is to provide an answer within:
Internally, we plan for better response times. |
| Step 3 | In the support request, click "Escalate".
| We will receive an email on our mobile phones, telling us you Our target on escalation is to provide an answer within 4hrs during working days. |
| Step 4 | Contact the manager using the email address received in the request confirmation. |
