Support
Contact channels
- Slack: vantagecompute.slack.com for the fastest answers from the team and other users.
- GitHub: github.com/vantagecompute to file issues and contribute fixes.
- Sales / Demos: vantagecompute.ai/contact
Filing a Support Ticket
You can submit a support ticket from the Vantage web interface or the CLI. For step-by-step instructions, see:
Uptime SLA
Vantage provides Incident Response, Incident Escalation, and Incident Resolution services for its suite of products as part of the Vantage Service Uptime Agreement.
Response times
All Vantage plans include platform support. Response times vary by tier:
| Tier | Response Time |
|---|---|
| Standard | 24 - 48 hours (included in all plans) |
| Pro | 8 hours |
| Enterprise | 2 hours |
Scope of coverage
The Vantage Uptime SLA covers the integrity of the Vantage platform runtime and its supported integrations. Customer-owned systems may be supported as an addendum to the Vantage PaaS Agreement.
Severity levels
| Level | Description |
|---|---|
| High | Partial downtime. Some components are affected, causing significant disruption for a subset of users or minor disruption for all users. Vantage addresses immediately with a reasonable level of urgency. |
| Critical | Full downtime. This is a complete work-stoppage event. Vantage addresses immediately with the highest level of urgency. |
Incident response
When Vantage receives an incident report, the following process applies:
- Assignment: the incident report is assigned to a Vantage support member.
- Investigation: Vantage determines whether the reported incident falls within Vantage's scope of ownership.
- In scope: Vantage proceeds to resolution.
- Out of scope: Vantage makes a best effort to identify the source or cause, updates the customer with findings, and closes the report.
Incident escalation
If Vantage is unable to identify the root cause or fails to resolve the incident within a reasonable timeframe, the incident is escalated to senior members of the Vantage support team.
Incident resolution
For incidents within Vantage's scope of ownership, Vantage provides all necessary software, systems, or configuration changes to remedy the issue. The incident report is updated with a description of the error source and the applied fix. The customer then validates that the resolution is complete.
Community guidelines
- Search existing issues and Slack threads before opening a new report.
- Be specific: vague reports ("it's broken") are harder to act on.
- Follow up on your own reports. If you find additional context or a workaround, add it to the thread.