# Cloud and Enterprise support

[](/en/cloud/support.html.md "View as Markdown") 

Support options and other resources like status tracking are found at [Vespa Support](https://vespa.ai/support/).

## Create a support case

Open a support case using the support portal at [support.vespa.ai](https://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](mailto:support@vespa.ai).

You must be a [registered user](https://console.vespa-cloud.com/link/tenant/account/users) in your organization's [tenant](https://docs.vespa.ai/en/learn/tenant-apps-instances.html) in the Vespa Console to create a support case.

## Escalate a support case

Support response times are defined for the different [support levels](https://cloud.vespa.ai/price-calculator).

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

![Example support case](/assets/img/support-ticket.png)

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.

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### On this page:

- [Cloud and Enterprise support](#page-title)
- [Create a support case](#create-a-support-case)
- [Escalate a support case](#escalate-a-support-case)
- [Incident management](#incident-management)
- [Incident process](#incident-process)
- [Post-mortem](#post-mortem)