Support Channels
During the onboarding process, we will agree on a suitable communication channel for your organization. The following support channels are available for you to choose from:
Microsoft Teams
We can create a dedicated support channel within Microsoft Teams for your organization. This channel enables real-time communication with our support engineers, allowing for quick responses. It’s ideal for organizations that use Microsoft Teams as their primary communication tool.
Availability: During standard business hours.
Slack
If your organization prefers Slack, we can set up a private Slack channel for direct communication with our support team. This channel provides a space for interactive support, allowing for faster response times and more collaborative problem-solving. It’s suited for teams already using Slack for internal communication.
Availability: During standard business hours.
For formal communication, you can reach our support team via email.
Response Time: Typically, you will receive a response during standard business hours. The response time may vary depending on the nature and severity of the issue.
Phone Support
For critical issues that require immediate attention, we provide on-call support. This is ideal for high-priority incidents that may impact your production environment outside business hours.
Availability: 24/7 for critical issues, depending on your SLA.
During the onboarding process, we will discuss and agree upon the preferred support channels for your organization. We will also define the service level agreement (SLA) that aligns with your business needs.
WIIT Resource Name
When creating a WKP cluster, we provide you with a WIIT resource name to make future support queries easier. Currently, the WRN includes the service, region, resource type, and resource ID.
Example:
wrn:v1:wkp:de-west-01:cluster:07785ae2-c22f-4d42-abe7-07c08696cd08
This identifies a WKP cluster in de-west-01 with the ID 07785ae2-c22f-4d42-abe7-07c08696cd08