Cloud and Enterprise support

Support options and other resources like status tracking are found at Vespa Support.

Create a support case

Open a support case using the support portal at support.vespa.ai.

Use this for:

• Production support (reads and writes)
• Deployment support (making changes to applications)
• Technical support (general, including user access)
• Feature requests

Use the support portal to track your ongoing cases.

In case of any problems with the support portal itself, mail support@vespa.ai.

You must be a registered user in your organization's tenant in the Vespa Console to create a support case.

Escalate a support case

Support response times are defined for the different support levels.

To escalate a support case for response within defined SLA, first create the case, then use "Escalate to oncall" to page the Vespa Team:

An escalation will be acknowledged in the support case ticket within support SLA. Note that non-escalated cases will be handled during regular business hours.

Depending on support level, your organization might have a shared Slack channel with the Vespa Team. Such a channel does not have an SLA, and does not replace the need to create a support ticket. The Slack channel is used on a best-effort basis and can be a useful tool in the support case process.

Incident management

Depending on the severity of a support case, the Vespa Team might create an incident.

A customer can request the incident process to be initiated in a support case.

Incident process

An incident creation triggers the incident process. When the incident is resolved, a root cause analysis (RCA) is performed.

During an incident, the support case is updated with relevant status at regular intervals:

• The teams can mutually agree to use a shared Slack-channel for status and coordinated work - in this case, the support case will have a link to the Slack channel
• The teams can mutually agree on next steps and timing, in the support case ticket or Slack channel.

Post-mortem

The incident process includes a post-mortem event. Post-mortems are held weekly, on cases that are closed at least two days before the post-mortem, and all relevant information for the post-mortem is made available.

Post-mortems are internal to Vespa.ai. A customer can request a joint post-mortem meeting after the Vespa.ai-internal post-mortem is completed.

A Post-mortem report is shared with the customer within 7 days of the post-mortem event.