Contacting Customer Support (Including Severity 1 Issues)

How to request great support? 

The first step to getting great support is to create an account on our support portal.

In order to create an account, you will need to contact your Account Manager or a colleague currently registered; They will open a ticket with support and request for your credentials.

We ask that users register so that we can identify your organization in order to properly triage any reported issues.

With this step completed, you will be able to receive support on any of the channels we have available to our customers.

How to log in to the support web portal? 

Once you have your support account credentials, follow this procedure to access the support web portal.

Once logged in, you will be able to review KB articles associated with your product or submit tickets.

  1. Navigate to https://support.engineyard.com/ using your favorite web browser. 
  2. Click on Sign in

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  3. Enter your Email address and Password 

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  4. Click on the Sign in button.

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Channels for getting a great support

Engine Yard offers our customers two ways for getting great support, depending on the priority we recommend to use one over the other.

Web portal ticketing solution 

The web portal ticket submission is our recommended way to get great support, however, if you have a severity 1 issue (Outage), phone support is the most recommended method.

  1. Log in to the support portal
  2. Click on, Submit a request

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  3. Fill in the form
    Note: Subject, Description and components are required fields.

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  4. Click on the Submit button located at the bottom of the form. 
  5. You will receive an automated email notification once our Support Team receives the ticket.

Phone support 

This is the best way to get immediate support, although it could be used for any ticket type, we highly recommend to use this method for severity 1 issues.

  1. Call the support phone number.
    • United States Toll-Free, 1-855-453-8174
    • United States Toll, 1-512-861-2859
    • United Kingdom: 0808-189-1290
    • France: 0800-915549
      If your country is not listed above, you can dial the US Toll Number 1-512-861-2859 to reach our support organization.
  2. Enter the first letter of the product for which you are calling about using your phone dial pad.  

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    For example, if you are calling about an Engine Yard issue press 3. 
  3. Select Engine Yard from the list prompted by the IVR using your phone dial pad.
  4. Your call will be answered by a support agent designated to Engine Yard.
  5. If your call isn't answered and goes to Voicemail, please provide us with all the details of your question or issue and we will return your call as soon as possible.

Severity 1 issues

A support request is considered Severity 1 when the issue is related to one of the following scenarios: 

  • Complete Outage, the system is completely inaccessible or unusable.
  • Core functionality defect, the system is accessible, but a core function is completely unusable and there isn't a non-manual workaround for the issue.
  • Data loss, the issue has caused or will likely cause a material loss of data in the near future.

Best practices for reporting severity 1 issues

  • Always use the Phone Support for reporting severity 1 issues. 
  • When your call is answered, please immediately inform the agent that you believe you have a Severity 1 issue and explain how your issue meets the criteria for a Complete Outage, Core functionality defect, and/or Data loss. 
  • If your call isn't answered and you leave a voicemail, please explain that your issue should be handled as a Severity 1, using the terms Complete Outage, Core Functionality Defect, and/or Data Loss as appropriate.
  • If you are a Platinum customer you may be prompted to press 1 in the IVR if you have a Severity 1 issue.  

General recommendations to get great support

  • After you have a ticket created, check the progress updates in the portal or in your e-mail box. 
  • If our agents request information, get back to us as quickly as possible.
  • Replying by email to say "Thanks" after the issue was solved will reopen the ticket, please use the survey instead. 
  • For every support experience you have, fill in the survey
    We take corrective action every time you give us actionable feedback