A support request can be done using:
3DS OUTSCALE Support web interface: https://support.outscale.com (prior registration needed)
For security reasons, the login / password for the support is different than the login / password you use for Cockpit to manage your Cloud resources.
Phone: 0826 206 307 in France, +33 1 53 27 52 70 elsewhere.
As soon as a support request is done, you receive a ticket number. Use this ticket number in all your exchanges with our Support team and keep the object in all your email exchanges to enable an efficient tracking of the request and its resolution.
To get better support, open one ticket per issue. Multiple issues tickets tend to have only partial resolution and are harder to escalate to the different concerned teams or people.
Tickets in English are processed faster, but we also support ticket written in French.
When opening a new support ticket, you must provide the following information:
- The Cloud Region the issue is related to (for example, eu-west-2)
- The account ID or email associated with the account ID
- The timestamp with time zone (UTC is preferred) of the incident
- The ID of all the resources in the Cloud this ticket refers to (for example, i-xxxxxxx or ami-xxxxxxx).
- Tools used with their version
Without the Region indicated, the ticket can not be escalated to the appropriate team. Because of data sovereignty, each technical team in each country can only see the resources of its own country. Moreover, security procedures prevent our Support team from being able to see all customers resources, hence the support cannot deduce the problem just by the email the support ticket comes from. This means that in the case of a ticket opened without all mandatory information, the support asks for them and the ticket is pending.
The service level agreement (SLA) of our support does not apply to incomplete tickets.
Support Operational Hours
3DS OUTSCALE provides a 24/7 support with Level 1 monitoring and Level 2-3 escalation processes. However, support tickets are processed only during business days in France between 8 a.m. and 8 p.m.
You can subscribe to Advanced Support by contacting email@example.com. Advanced Support enables you to directly escalate to Levels 2 and 3 in 24/7. The cost of Advanced Support corresponds to 20% of the cost of your overall IaaS infrastructure.
Support Service Level Agreement
The SLA of our support is described in Appendix A - SLA9 of our General Terms and Conditions of Sales (pages 34-35).