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- FR
The 3DS OUTSCALE Technical Support is available to help you in your everyday tasks and answer your questions.
The following topics are discussed:
Operating Hours
3DS OUTSCALE provides 24/7 customer support, with Level 1 monitoring and possible escalation to Levels 2 and 3.
Support tickets at Level 2 are processed only during business days between 8 a.m. and 8 p.m.
Support Requests
A support request can be submitted through different means, in English or French:
Web: https://support.outscale.com (prior registration needed; your account on this interface is distinct from your TINA account)
Email: support@outscale.com
Phone: 0826 206 307 from France, +33 1 53 27 52 70 elsewhere.
Once you receive a ticket number, use this number in all your exchanges with the support.
Open one ticket per issue rather than one ticket combining multiple issues.
When opening a new support ticket, you must provide the following information:
- The Region (for example, eu-west-2)
- The account ID or the email of the account
- The timestamp of the incident (preferably in UTC)
- If applicable, the IDs of the resources concerned, the tools used and their versions, etc.
- In addition, for a network issue:
- The source IP
- The destination IP
The result of this command (launched from the source machine):
$ mtr -c 100 from IP_DESTINATION
- In addition, for an IOPS issue:
- The volume ID
- The instance ID
The result of this command (launched from the source machine):
$ fio --name fio_test_file --direct=1 --rw=randwrite --bs=16k --size=1G --numjobs=16 --time_based --runtime=180 --group_reporting -norandommap
Service Level Agreement
The Service Level Agreement (SLA) of our support is described in Appendix A SLA9 of our General Terms and Conditions of Sales.