Support
How to request support
Section titled “How to request support”Write to support@reskyt.com for any question or issue. That is the channel: a request that comes in there is logged, with a status and a history, and does not depend on one particular person being available.
Some customers also have an Account Manager as an additional channel. Even so, issues must be logged through support: that is what makes it possible to track them.
Reskyt handles escalation internally when it is needed.
Four different concepts
Section titled “Four different concepts”| What it is | Where it is | |
|---|---|---|
| Support | The handling of your question or issue | This page |
| Availability | How much of the time the service works | It depends on the contract |
| Incident | A failure that affects the service, not just your case | It is handled through a different path from a ticket |
| Response and resolution time | How long it takes to reply, and how long to close | They depend on the contract |
An individual request is handled as support. An issue that affects the service and several customers is handled as an incident, through a different path, even if the first notice arrives through a ticket.
If you work with an agency
Section titled “If you work with an agency”When there is an agency or integrator involved, it is worth defining from the start of the project who opens the issues, who receives the answer and who validates the scope with the end customer.
Commitments
Section titled “Commitments”The response and resolution time commitments, the coverage hours and the scope of the service depend on the applicable contract.
There is a Premium 24/7 support option for customers who have contracted it. It is not a general feature of the service.
How to open a good ticket
Section titled “How to open a good ticket”The more information it carries, the less back and forth:
- Which app and which environment.
- What you expected to happen and what happened.
- When it started, with date, time and time zone.
- Whether it affects all users or only some, and on which operating system.
- Steps to reproduce it.
- Screenshots or the full error message.
For notification problems, the specific list is in push troubleshooting.