Returning Customers — Login
Call 1.866.720.0208 or contact us
Technical Support
Our worldwide support program delivers critical assistance when you need it most. RightScale’s Bronze, Silver, and Gold service levels allow you to choose a support package that best suits your organization's requirements and budget. We offer both Problem Resolution Support and Consultative Support.
See Engaging Technical Support FAQ.
Problem Resolution Support
Our support engineers work around the clock to deliver the critical and timely resolution of production issues as they occur. You are entitled to an unlimited number of Problem Resolution incidents. Break/fix issues relating to the RightScale Dashboard, platform, or products are classified as Problem Resolution.
You receive:
- Unlimited number of Problem Resolution incidents
- Service level response times
- Web-based case management
- Phone support
- 24x7 emergency telephone support (Gold only)
- Worldwide support with multi-tiered package options
Consultative Support
As you build out a cloud deployment, you may need to consult with an experienced RightScale engineer regarding best practices, products, and technologies. The scope of these questions may be outside of routine Problem Resolution within RightScale products, platform, or dashboard. For advice on in-depth, project-specific requirements, we offer Consultative Support incidents. Each issue is addressed separately and managed to resolution, regardless of the number of communications required. You can take advantage of this resource to address issues in the following categories:
- Remote Assistance
- RightScale Published ServerTemplates
- Monitoring
- Autoscaling
- Lifecycle Management
- Cloud Analysis
- Custom ServerTemplates
- Social gaming test and development (Facebook)
Consultative Support incidents are managed with the same level of support as Problem Resolution incidents.
- Consultative Support incidents are included with Gold, Silver, Bronze support plans
- Response times determined by support plan
- Web-based case management
- Phone support
- Worldwide support with multi-tiered package options
Some customers require a greater level of customization and engagement, beyond Consultative Support. Our Professional Services team is always ready to engage and deliver proven solutions. Contact your account manager to explore how Professional Services can provide an even higher level of project support and success.
Remote Assistance
Situations may arise where you need a RightScale expert to log into one of your servers. An invitation to your RightScale Account along with "Actor" privileges, allows us to SSH or remotely connect to your server to:
- Analyze, Diagnose, and Resolve Problems
- Assist in confirmation and testing of operational and configuration changes
- Gather system and server information
- Educate and walk you through common RightScale implementations and design
RightScale Published ServerTemplates
RightScale utilizes powerful open-source technologies to deliver complete pre-built solutions for your application and database needs. Our RightScale support engineers are experts in the use, configuration, and customization of these RightScale-Published ServerTemplates and technologies. These ServerTemplates employ open source applications like Apache, Tomcat, HaProxy, MySQL, NFS, Rails, and more. RightScale Support Engineers can review the use of templates in your implementation and recommend:
- Code review for configuration changes and customization
- Architecture Design
- Best Practices
Monitoring
The RightScale platform provides robust and powerful monitoring. It can be built and customized to monitor, report, and automate actions around each critical component of your server. Our engineers can help you realize the potential of this powerful technology:
- Analysis of components to ensure full server coverage
- Optimization and best practices for alert specifications
- Optimization and best practices for alert escalations
Autoscaling
RightScale AutoScaling allows you to scale your application properly and efficiently. Our RightScale support engineers ensure you are maximizing this powerful feature. We can help you scale through:
- Alert Optimization, Review, and Recommendation
- Array Configuration and Optimization
- Server and Application Association
- Best Practices
Lifecycle Management
When server uptime is critical to your success, operational assistance can play a key part in minimizing any downtime. RightScale support engineers are experts in systems administration. They provide guidance along a broad range of operational support issues, from server failure to log file analysis. RightScale support engineers can help you maintain your servers:
- Troubleshooting Operational Problems
- High Availability Architecture Design
- Backup and Restoration
- Server Failure Remediation and Failover
Cloud Analysis
Cloud providers offer varied resources and technologies to help you succeed. Our experience with these resources can help you maximize usage and provide valuable insights. RightScale support engineers can offer experience and expertise on:
- Cloud specific resources and limitations
- Best practices
- Alternative solutions
Custom ServerTemplates
Our engineers employ best practices methodologies around Chef recipes and cookbooks, RightScripts, inputs, and ensure all these pieces fit together in a production-ready ServerTemplate. We can assist with the design, implementation support, and debugging of each piece of your ServerTemplate. This may include:
- Review scripts and recipes for code correctness and best practices
- Troubleshooting and audit entry assessment
- Implementation and configuration guidance
Social gaming test and development (Facebook)
Many of the most popular and successful applications on Facebook are managed through RightScale. We help customers meet the heavy demand of millions of active users every day. Our RightScale support engineers are experts in Facebook deployments and provide:
- Best Practices
- Alternative Implementation and Architecture Design
- Scaling and HA Assistance
- Solutions to Common Problems