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Xervo Support Policy

Last Updated: Jan 03, 2017 11:04AM EST
As a part of the Xervo customer experience, we offer limited free technical support for all verified Public Cloud customers. Verified Public Cloud customers means that billing information has been provided for the account.  Free technical support is limited to the scope, hours, contacts, and channels below.

1. Scope

Xervo's free support offering is available only for the customers which have provided billing information for their Public Cloud account.  The following points detail what our Support Team will cover:

Configuration Issues

  • General configuration issues of platform preventing deployment of applications
  • Best practices for configuration of supported applications
  • General questions about supported runtimes (Node.js, Java, Meteor, Static Sites, Python)

Troubleshooting

  • Identifying problems preventing an application from starting or running
  • Providing workarounds or resolutions for known problems
  • Answering general how-to questions, and providing pointers to documentation
  • Troubleshooting supported runtimes showing erratic or faulty behavior, independent of the user's application code

Not Covered

Xervo technical support services do not extend to the following areas:

  • General debugging of user applications
  • Rewriting application code for compatibility with Xervo
  • Modifying and/or patching third party or Open Source software packages for compatibility with Xervo
     

2. Who can contact support?

Limited free technical support is available to all verified users of Xervo. Support requests will only be processed if:

  • The request is made through one of our official support channels (see below)
  • The request originates from a registered Xervo account email address

3. Support Channels

Free technical support is available through the Xervo Support Site located at my.Xervo.io

Web

Registered Xervo users can submit new tickets from their project or user dashboard by selecting the ‘lightbulb’ in the lower right hand corner of the page.

Email

You may submit a ticket to help@Xervo.io from your email which is registered to your Xervo account.

4. Unofficial Channels

Xervo support staff will only respond to support requests received through the official channels listed above. However, a number of community channels exist for peer-to-peer support and discussion. Community channels include:

Please remember that Xervo team members may participate in community channels at Xervo's discretion, but there is no guarantee of response for support issues unless they are submitted through one of the official channels above.

5. Hours

Xervo Support offers 8×5 coverage. Hours are 9am - 5pm Eastern Time, Monday - Friday, excluding US Holidays. Support inquiries may be submitted at any time.

24×7 support is available via our Premium Support package.

6. Response SLA

For Public Cloud customers, there is no SLA.  Instead there is a ‘SLO’ or ‘Service Level Objective.’  We strive to provide responses to any ticket submitted between 9am to 5pm within 24 hours.  Tickets submitted on the weekend (after 5pm on Friday) will be responded to within 24 hours of 9am on the following Monday.    
 

The SLOs documented here for response and resolution times are the Xervo Customer Support’s internal guidelines. They are provided here for information purposes only and are not legal commitments or agreements.

 

Response and Resolution SLOs during business hours

Severity

Case reported via

Initial Support Response

Support Resolution

Severity 1 – Production System Down

Web / Email

< Three Hours

7 Days

Severity 2 – Restricted Operations

Web / Email

Five Hours

14 Days

Severity 3 – Question/Inconvenience/Cosmetic

Web / Email

One Business Day

21 Days

 

7. Premium Support

Please contact sales to find out about our Premium Support options.

 

Contact Us

    Our Support Policy
    Submit a Support Request

  • Public Cloud Support Hours
    9am-5pm EST Mon-Fri
    Outside of these hours response times may be up to 24hrs.


    Submit a support ticket by clicking 'status and support' icon on the left side of this page.



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