Support
Enterprise Support
Enterprise Support is available as an add-on for Ultra and Enterprise customers. In addition to Priority Support, it includes:
- 24/7 emergency escalations to on-call engineering
- Enhanced onboarding support
- A dedicated Customer Success Manager
- A direct, shared Slack channel
- A support response service-level agreement (SLA)
Support escalation
As part of the support offered to customers with the Enterprise Support package, you can escalate urgent matters to the on-call team at Cloudsmith.
Escalation criteria
Escalation is reserved for urgent (SEV 1 and SEV 2) issues that require immediate attention from the Cloudsmith on-call team.
For example:
| Severity | Examples |
|---|---|
| SEV 1 | - Broad impact platform outage. - Platform is completely unavailable via UI, CLI, and API. - Unable to push or pull any packages. |
| SEV 2 | - Service interruptions to some but not all platform features. - Severe delay or consistent failure in push/pull actions. - Issues are restricted to a single package format. - Platform is unavailable or severely degraded via UI, CLI, or API. |
For more information about Cloudsmith issue severity levels, please see Severity levels.
Escalating an issue
You can escalate an issue to the on-call team via the Cloudsmith support portal, or, where available, via your dedicated Slack channel.
Please provide as much information about the issue as possible to help our team triage effectively.
Escalate an issue via the support portal
To escalate an issue via the support portal:
- Sign in to the support portal.
- Submit a request and set the Issue Severity to SEV 1 - Critical (Business-Critical Impact) or SEV 2 - High (Business Impact).
Escalate an issue via Slack
To escalate an issue via your dedicated Slack channel, create a ticket by using the 🎫 emoji and set the Issue Severity to SEV 1 - Critical (Business-Critical Impact) or SEV 2 - High (Business Impact).
This will immediately alert Cloudsmith support.
Note
For more information about dedicated Slack channels, please contact us.
Support SLA
- We calculate first response time (how quickly we will respond to a technical issue being raised via a support ticket) using the core support hours: 5am - 1am UTC, Monday to Friday.
- We do not provide a standard SLA for resolution time.
Target response times
| Severity | First response time SLA | Coverage | How to submit |
|---|---|---|---|
| Critical (SEV 1) | 1 hour | 24/7 | Support portal or Slack |
| High (SEV 2) | 2 hours | 24/7 | Support portal or Slack |
| Medium (SEV 3) | 6 hours | Core support hours | Support portal, Slack, or in-app chat |
| Low (SEV 4) | 1 day | Core support hours | Support portal, Slack, or in-app chat |
| Lowest (SEV 5) | 1 day | Core support hours | Support portal, Slack, or in-app chat |
Enhanced SLAs
This page does not include information about enhanced support SLAs. To learn more about enhanced support SLAs, please contact us.
