Support

Overview

This document describes the following aspects of working with CloudLabs support for any issue/questions.

• How to contact the CloudLabs support team?

• Different support tiers and service level agreements (SLAs) are available.

• The severity levels of support issues and how they are handled.

• Microsoft Azure Support.

• The frequently asked questions (FAQs) about CloudLabs support.

Contact CloudLabs Support

The primary way to contact the CloudLabs support team is by sending an email to labs-support@spektrasystems.com. When you send an email, you will receive an automated reply with a ticket number, which you can use to track the status of your issue. You should include the following information in your email:

• Your CloudLabs tenant name, lab name, and lab instance ID, if available.

• The description of the issue and the steps to reproduce it.

• The screenshots or logs of the error messages, if any.

• The severity level of the issue.

The CloudLabs support team will respond to your email within the SLA of your support tier and will work with you to resolve the issue as soon as possible.

If your support contract allows live chat support, you may contact CloudLabs support via live support at https://cloudlabs.ai/live-support

Support is available 24×7 for all support plans.

Support Plans and SLA

CloudLabs offers three different support tiers for its customers, depending on their needs and budget. All support tiers include access to 24/7 support.

All support tiers include access to technical support related to the CloudLabs platform, underlying Azure services, and virtual machines.

The support tiers are as follows:

• Standard Support Plan: This is the default support tier that is included in your platform fee.

• Premium Support Plan: This is an optional support tier that you can purchase for an additional cost, which varies depending on the number of lab users and the duration of the contract. It gives you access to the premium tier of 24/7 support, which means that you can contact the CloudLabs support team by email or live chat.

• Enterprise Support Plan: This is a customized support tier that you can obtain by contacting us for a separate contract with custom scope and SLAs.

The table below summarizes the first response SLAs for standard and premium support plans and each severity level:

Severity Levels

CloudLabs defines five severity levels for support issues based on their impact and urgency. The severity levels are as follows:

• Severity 0: This is the highest severity level, which means that the issue is critical and affects the entire CloudLabs platform or a large number of customers. Examples of Severity 0 issues are: the CloudLabs portal is down, the lab provisioning is failing for all customers, or data loss or corruption is occurring for the lab VMs. Severity 0 issues require immediate attention and resolution and are escalated to the highest level of management and engineering.

• Severity 1: This is the second highest severity level, which means that the issue is major and affects a specific customer or a specific lab. Examples of Severity 1 issues are: the lab access is not working for a customer, the lab functionality is broken or degraded for a lab, or the performance or availability of the lab VMs is significantly reduced.

• Severity 2: This means that the issue is moderate and affects a subset of customers or labs. Examples of Severity 2 issues are: the lab configuration or customization is not working as expected, the lab content or instructions are outdated or inaccurate, or the lab feedback or reporting is not functioning properly.

• Severity 3: This means that the issue is minor and affects a limited number of customers or labs. Examples of Severity 3 issues are: the lab user interface or user experience is not optimal, the lab documentation or support materials are incomplete or unclear, or the lab features or enhancements are not implemented or delivered.

• Severity 4: This is the lowest severity level, which means that the issue is trivial and affects a negligible number of customers or labs. Examples of Severity 4 issues are the lab spelling or grammar errors, the lab cosmetic or stylistic issues, or the lab suggestions or recommendations. Severity 4 issues require occasional attention and resolution and are assigned to a suitable level of management and engineering. Severity 4 issues are also communicated to the affected customer via email.

Microsoft Azure Support

CloudLabs uses Microsoft Azure as the backend cloud service to provision and run your lab VMs, and it charges you the cloud fee as per the actual expenses. Therefore, any issues that affect Azure services or resources may also affect the CloudLabs platform or your labs. In such cases, CloudLabs will work with Microsoft to resolve the Azure issues as soon as possible.

CloudLabs maintains a premium support contract for all CloudLabs-owned Azure subscriptions. If you are using your own Azure subscription with the CloudLabs platform (BYOS), you will need to contact and work with Microsoft Azure support with your support contracts for any Azure-related issue affecting your deployments.

Support Language:

CloudLabs support is available in the English language. If you require localized language support, please contact your CloudLabs sales rep to discuss options. It may be possible to get support in your local language.

FAQs

Q: How do I change my support tier?

A: You can change your support tier by contacting us at cloudlabs-sales@spektrasystems.com. We will provide you with the pricing and contract details for the different support tiers and help you choose the best option for your needs. You can upgrade or downgrade your support tier at any time, subject to the terms and conditions of the contract.

Q: What if I have an issue that is not related to CloudLabs or Azure?

A: The CloudLabs support team is only responsible for resolving issues that are related to the CloudLabs platform, Azure services, Windows or Linux OS, etc. If you have an issue that is not related to CloudLabs or Azure, such as a software issue you own within your lab, you need to contact the respective vendor or provider for support.

Q: What if I have a feature request or a suggestion for CloudLabs?

A: The CloudLabs support team is always happy to hear from you and receive your feedback. If you have a feature request or a suggestion for CloudLabs, you can send it to us at labs-support@spektrasystems.com. We will review your feedback and consider it for the future development of CloudLabs.