The main Support workflow with Upsun is through support tickets. All issues regarding your projects should be reported by creating a support ticket through the console. They are triaged and addressed accordingly.
How to create a ticket
Support tickets with Upsun are created from Upsun Console, from the Support section.
- Go to Console
- From the ? Help -> Support
- Click on New ticket
Ticket fields
There are several fields that you need to fill in to help us troubleshoot the issue faster.
Project support - any issue related to your existing project
| Field | Description |
| Project | Select a project from the list. Leave blank only if it is a general question, but if it is in any way related to a project (or group of projects), select a project from the list. |
| Category | Initial triage category - to help us triage your request to the appropriate team. |
| Priority | Select the priority for your request. Make sure to select the priority that best describes your request/issue. |
| Ticket Subject | Title of the ticket - a short statement of the request. |
| Description | A detailed description of the issue you are having, with steps on how to reproduce the issue, links to use, locations, etc. |
| Attach file | If you need to add attachments, you can do that too. |
| Environment | Select the appropriate environment from the list that the issue applies to. |
| Affected URL | URL we can use to reproduce the issue (see the symptoms you are describing). |
General support - any issue in general, not related to a specific project or organization
Use this option ONLY for general questions not related to any of your existing projects or organizations.
Ticket Priorities
To be able to provide support properly, all tickets must have correct priorities. During ticket triage, our team may raise or lower the ticket priority according to the guidelines below.
We are trying to make it as simple as possible, so there are 4 levels of urgency a request can have:
| Priority | Description |
| Urgent | Total failure or unavailability of your PRODUCTION SITE. Only PRODUCTION OUTAGE should be Urgent. |
| High | Severe failures or high impact issues affecting a production site. |
| Normal | Minor effect on production site or blocking development on non-production environments. |
| Low | Does not significantly impact a production site or the use of non-production environments |
Additional guidelines:
An issue may be Urgent if it affects production environments and meets these criteria with no possible workaround:
- results in downtime
- results in unacceptable load-times
- results in a loss of production data
- is a critical security update
- drastically reduces or prevents the ability of the development team to work on production
- prevents business-critical tasks from being completed
An issue affecting non-production environments that meets these criteria with no possible workaround may also be Urgent only if it prevents a launch from happening within 3 days of the planned launch date.
Ticket creation best practices
- Try finding the solution to the problem in Documentation or Help Center - self-service is the fastest service. If a solution is not found, proceed with the ticket creation...
- Be as detailed as possible when describing the issue.
- Provide basic information - project ID, environment, app/service.
- Provide detailed information about the problem - symptoms.
- Provide steps on how to reproduce the exact issue.
- Provide information on what you have tried so far.
- If it is a text (code blocks, error codes), copy-paste it, do not take screenshots of it.
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