How To Reach Out
| Submit a support request | Submit a request |
| Cloud Status | https://status.teleport.sh |
| Compliance and Audits | https://trust.goteleport.com |
|
Security |
https://goteleport.com/security |
|
Report a security vulnerability |
https://hackerone.com/teleport |
How to submit S1 urgent request
Please only submit an S1 request if you are experiencing a production system-wide outage and all your efforts to restore the cluster have failed.
If it's not an emergency outage, please use non-urgent Zendesk tickets to request assistance. Please make sure this guide is a part of your team run-book.
Step 1/2. Sign in to Support Center
Go to support.goteleport.com
Sign in with your organization domain's Google or Microsoft SSO. If you don't have one, you can sign up with a local username and password.
Step 2/2. Create support request with S1 severity
Our engineer will get paged and will update Zendesk ticket with a Zoom video conference link.
Support Response Times
All support requests should be raised through Zendesk labeled with the appropriate severity level.
| Severity | Qualification |
Response Time |
Availability |
| S1 | You are experiencing a large-scale production or a critical system outage event. You have found no workarounds and require immediate support of Teleport team to resolve the issue. |
1 hour
|
24x7 |
| S2 | You are experiencing isolated event or degradation of performance of critical systems. You have found no workaround and need Teleport team to assist. | 4 hours | 24x5* |
| S3 | You are not experiencing critical impact to production systems. You have feature requests, non-critical bug reports, need general guidance and advice. | 10 hours | 24x5* |
* Monday-Friday
Comments
0 comments
Article is closed for comments.