The 3DS OUTSCALE Technical Support is available to help you in your everyday tasks and answer your questions.

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 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

The Service Level Agreement (SLA) of our support is described in Appendix A SLA9 of our General Terms and Conditions of Sales.