The main Support workflow with Upsun is through support tickets. All issues regarding your projects should be reported by creating a support ticket through the console. They are triaged and addressed accordingly.
How to create a ticket
Support tickets with Upsun are created from the Upsun Support Help Center, Requests section.
- Go to Upsun Support Help Center
- From the top right corner, click on you Avatar, and select Requests
- Click on Create a New Request
Ticket fields
There are several fields that you need to fill in to help us troubleshoot the issue faster.
Project support - any issue related to your existing project
| Field | Description |
| Organization | Select the Organization. |
| Project | Select a project from the list. Leave blank only if it is a general question, but if it is in any way related to a project (or group of projects), select a project from the list. |
| Subject | Title of the ticket - a short statement of the request. |
| Description | A detailed description of the issue you are having, with steps on how to reproduce the issue, links to use, locations, etc. |
| Priority | Select the priority for your request. Make sure to select the priority that best describes your request/issue. |
| Environment type | Select the appropriate environment type: Production, Staging, Development |
| Environment name | Type the name of the affected environment/branch. |
| Affected URL | URL we can use to reproduce the issue (see the symptoms you are describing). |
| Attach file | If you need to add attachments, you can do that too. |
Ticket Priorities
To be able to provide support properly, all tickets must have correct priorities. During ticket triage, our team may raise or lower the ticket priority according to the guidelines below.
We are trying to make it as simple as possible, so there are 4 levels of urgency a request can have:
| Priority | Description |
| Urgent | Total failure or unavailability of a production site. [Issues filed in this status will page a support engineer at any time of day]. Only PRODUCTION OUTAGE should be Urgent. |
| High | Severe failures or high-impact issues affecting a production site although the site remains available. |
| Normal | Moderate- or low-impact issues affecting a production site or any issue affecting non-production environments. |
| Low | Issues which require attention, but do not significantly impact a production site or the use of non-production environments. |
Additional guidelines:
An issue may be Urgent if it affects production environments and meets these criteria with no possible workaround:
- results in downtime
- results in unacceptable load-times
- results in a loss of production data
- is a critical security update
- drastically reduces or prevents the ability of the development team to work on production
- prevents business-critical tasks from being completed
An issue affecting non-production environments that meets these criteria with no possible workaround may also be Urgent only if it prevents a launch from happening within 3 days of the planned launch date.
Ticket creation best practices
- Try finding the solution to the problem in Help Center - self-service is the fastest service. If a solution is not found, proceed with the ticket creation...
- Be as detailed as possible when describing the issue.
- Provide basic information - project ID, environment, app/service.
- Provide detailed information about the problem - symptoms.
- Provide steps on how to reproduce the exact issue.
- Provide information on what you have tried so far.
- If it is a text (code blocks, error codes), copy-paste it, do not take screenshots of it.
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