If you are experiencing a serious technical issue and need to get in touch with Redstor’s support team, follow these steps:
1. Open a ticket for the issue
2. Provide the right information
3. Add the relevant attachments
When will my support ticket be addressed?
1. Open a ticket for the issue
You can do this in one of two ways:
- Email support@redstor.com (UK) or prosupport@redstor.com (ZA)
- Log a ticket on the Support Portal
2. Provide the right information
Include the following information about the issue in the ticket:
In the subject line:
- The customer name and a short description of the issue, e.g. “Company ABC: Communications error”.
In the ticket body:
- Supply the customer’s contact details.
- Describe the issue, including where and when (to the nearest minute) it occurred. Just sending a screenshot of the error messages isn’t enough – we will need some context.
- Tell us what steps you’ve already taken.
3. Add the relevant attachments
What you attach will depend on whether the problem relates to the agent or the Storage Platform and Console. Attachments will be rejected if they exceed 7MB, so ask us about an upload location if the files are very large.
For agent issues, include the following in the support ticket:
- The agent’s version number and any installed plug-ins.
- Details about the operating system, including whether it is 32-bit or 64-bit.
- The backup and restore logs for the last seven days.
- Any plug-in-specific logs.
- In the case of a Windows-based agent, the Windows event logs.
You can find the default log locations for Redstor applications here. We may ask that you run Redstor’s Support Bundle Tool, which collects much of this information for you and outputs it to a compressed file.
For Storage Platform or Console issues, include the following in the support ticket:
- The AccountServer, StorageServer and Console version numbers.
- The AccountServer and StorageServer logs and error logs. (Find the default log locations for Redstor applications here.)
- The StorageServer settings.xml file(s).
- The Windows event logs.
When will my support ticket be addressed?
Based on the provided information, the severity rating of the support request will be agreed upon between the reseller (if applicable), the customer, and Redstor, as part of the ticket-logging process. Unless otherwise agreed between the parties, the following severity ratings will apply. Redstor shall take all reasonable steps to address the issue within the estimated time set out in this table.
Severity 1 means that a critical Redstor service is unavailable. The impact on the customer’s business is severe, with multiple users unable to perform their normal work, or there is a serious, adverse business or financial impact. The users have no readily available alternative way of performing their normal work.
Severity 2 means that a non-critical Redstor service is unavailable. There is a minor impact on business. The customer is having difficulty performing their normal work but can still undertake other work while the problem is being rectified.
Severity 3 means that a Redstor service is impaired. There is no direct, immediate impact on the customer’s business or users, aside from inconvenience. The customer has readily available alternative ways of performing normal work. The reseller's/customer's technical team may be able to resolve issues in this category themselves.
Severity 4 means that the customer requires services that are non-critical in nature. This includes upgrades or enhancements to their Redstor software, or the investigation and resolution of issues with the software. In most cases, the reseller's/customer's technical team should be able to resolve issues in this category themselves.
Escalation
If the issue is still not resolved, the matter can be escalated to the Redstor primary contact for the region. When escalating a support issue, please document all communication up to that point and a history of the steps already taken. An escalation request should include:
- A description of the issue and its severity rating
- The ticket number that was initially logged
- A timeline of events if this is not included in the ticket
- The date by when the issue needs to be resolved
- The steps that have already been taken
- Details of why the issue was escalated
Click here for our primary contact details or to download a summary of the above information.
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