How to get support for VDC

Introduction
LiveChat: Technical assistance
Interoute Customer Support Centre
Information you will need to provide
Raising a request ticket in My Services
Raising an incident ticket in My Services
Ticket escalation contact details

 

Introduction

This document describes what to do when you experience problems, or otherwise need help, with Virtual Data Centre.

Users taking a free trial do not have access to Customer Support; all queries must be sent to LiveChat.

LiveChat: Technical assistance

LiveChat is an online chat service that is available Monday to Friday, 8am to 5pm (UK time), to provide rapid, interactive answers to your questions and give technical assistance for VDC.

Connect to LiveChat here: http://hub.interoute.com/access/vdc/help/chat.html

At other times, please use the Customer Support Centre.

Interoute Customer Support Centre

Use the Customer Support Centre to get support for all of Interoute's products and services. The Support Centre is open 24 hours every day, and it has multi-lingual staff.

Please note that users taking a free trial do not have access to Customer Support.

Contact the Support Centre using:

  • Alternative direct dial phone (Prague, CZ): +420 225 352 904

If you are contacting the Support Centre to discuss an existing issue, you simply need to quote the ticket number as a reference.

If you require some modification to your VDC, such as deleting or changing a network connection, or a special service for your VDC, such as recovering data from an EBS Protected backup, you need to raise an request ticket.

If you are reporting a fault or failure of VDC, you need to raise an incident ticket. An incident ticket is essential if you are reporting a degradation of service which impacts your Service Level Agreement.

Information you will need to provide

In all cases, you will need to quote the 'SID' (Service Identifier) for your VDC account. This identifier consists of your Interoute Customer ID (for example: 'INUE0', which is the identifer used for all of your Interoute services), plus 'VDCC', plus a numerical ID number; for example: 'INUE0/VDCC/145678'. You should see it in the Services tile of My Services: to open that tile, click Services in the Products menu.

In case of reporting an incident, the following information will be requested:

  • Start time of the problem

  • A brief description of the problem

  • If the service is new or it has been used before

  • Frequency: intermittent or permanent issue

  • Any sample outputs/test results/logs available

Raising a request ticket in My Services

In the My Services interface, click the Tickets button at the top of the window, and select Requests.

The Requests tile should open, to display a list of your previous or currently open requests.

  1. Click New Request. A Details input screen will open.

  2. First, you need to enter the SID identifier for your VDC account, which will look something like 'INUE0/VDCC/145678' ('VDCC' signifies a VDC account). If you start typing 'V' or 'VD' in the input box the whole SID should pop up as a completion. Click the SID to select it into the input box, then click Add. The SID should now appear in a list as a 'Selected Service'. Click Next.

  3. Set Service Type to 'VDC', Sub Type to 'Other' and Request Type to 'Other'. Click Next.

  4. Technical Questions screen. Description of request: Type a short description of your request. Customer Ticket #: If this request relates to an existing ticket, enter its number in this box. Additional information: Type more details in this box, if necessary. Click Next.

  5. Contacts screen. This screen shows, in the left box, all the individuals that are registered users of your VDC account. You need to select at least one of these as a contact for the ticket. Use the > button to move individuals singly into the right hand box, or use the >> button to move all of the contacts to the right hand box. Click Next.

  6. Summary screen. Check all the entries, and upload attachment files if necessary. Click Previous to go back if any modifications are required. Click the Finish button to submit the request.

Email acknowledgement and updates will be sent to the people who were selected as Contacts for the request. The current status of the ticket can be checked at any time by clicking the ticket number in the list in the Requests tile.

Raising an incident ticket in My Services

In the My Services interface, click the Tickets button at the top of the window, and select Incidents.

The Incidents tile should open, to display a list of your previous or currently open incidents.

  1. Click New Incident. A Service Information input screen will open. First, you need to enter the SID identifier for your VDC account, which will look something like 'INUE0/VDCC/145678' ('VDCC' signifies a VDC account). If you start typing 'V' or 'VD' in the input box the whole SID should pop up as a completion. Click the SID to select it into the input box, then click Add. The SID should now appear in a list as a 'Selected Service'. Click Next.

  2. On the Incident Type screen, the Service Type and Sub-type are pre-set to 'VDC' and 'Service'. Select the 'Incident Type' from the drop-down box. Select the button for 'Service Interruption' corresponding to the severity of the incident. Click Next.

  3. Incident Details screen. Describe the incident in the input box, including the following information: Start time of the problem; brief description of the problem; if the service is new or it has been used before; intermittent or permanent issue. Any sample outputs/test results/logs available can be included as attachments. Add a 'Customer ticket #' if there is one. Click Next.

  4. Contacts screen. This screen shows, in the left box, all the individuals that are registered users of your VDC account. You need to select at least one of these as a contact for the ticket. Use the > button to move individuals singly into the right hand box, or use the >> button to move all of the contacts to the right hand box. You can also Edit Existing Contact and Add New Contact. Click Next.

  5. Summary screen. Check all the entries, and upload attachment files if there are any, such as outputs, error messages, log files, or screenshots. Click Previous to go back if any modifications are required. Click the Finish button to submit the incident information.

Email acknowledgement and updates will be sent to the people who were selected as Contacts for the incident. The current status of the ticket can be checked at any time by clicking the ticket number in the list in the Incidents tile.

Ticket escalation contact details



Level Name and Contact Details
M1 Operations Shift Manager
Hosting@interoute.com
24 hour support: +420 225 352 904
M2 On Duty Senior Manager
Hosting@interoute.com
24 hour support: +420 225 352 904
M3 On Duty Director
Hosting@interoute.com
24 hour support: +420 225 352 904
M4 On Duty VP
Hosting@interoute.com
24 hour support: +420 225 352 904

 

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