Our experienced technicians are dedicated to ensuring the availability of your service. Egenera is committed to providing customers with the highest levels of support, and deliver 24/7/365 global technical support service for our Xterity Cloud Services offerings. You can contact service using our service portal at https://portal.egenera.com
To better understand the support options available for the Egenera products you use refer to the matrix below. Xterity is a cloud IaaS provider simpler than AWS or Azure and a excellent platform for ISV to SaaS transition. It also can be used as a cloud backup and DR provider
Ticket Severity Guidelines
Severity 1 – One or more hosted servers are unavailable or unresponsive to all users or need to be restored from backup or DR systems
Severity 2 - One or more hosted servers are not functioning normally or a subset of users are having a hard time accessing them.
Severity 3 – Changes are needed to the configuration of one or more environments and cannot be executed via the portal. User needs assistance with restoring a files, requests for assistance troubleshooting non-cloud issues, one or more servers are having performance issues.
Severity 4 – Requests for assistance with sales, professional services, or enhancements.