Get support for your WEKA system
Get help from the WEKA Customer Success Team, choose the right severity level, and prepare the information needed for faster resolution.
Get help from the WEKA Customer Success Team for outages, performance issues, and product questions.
Before you begin
Create an account in the Support Portal.
Enable WEKA Home - The WEKA support cloud for each licensed cluster, if possible.
Collect the cluster version, deployment type, impacted filesystem or protocol, and the time the issue started.
Note any recent changes such as upgrades, network changes, or workload changes.
Upload diagnostics if you can. For details, see Diagnostics management.
WEKA provides remote support as part of the SLA.
The SLA applies to WEKA software issues. Hardware-related issues depend on the hardware provider response and timelines.
Choose a severity level
Select the severity that matches the current business impact:
Severity 1: A service outage or critical issue that stops business operations or risks data integrity.
Severity 2: A major degradation or performance issue that impacts production.
Severity 3: A limited feature issue or minor system impairment.
Severity 4: A question, documentation issue, or product improvement request.
Open a support case
Identify the severity level.
Choose the contact method that matches the severity.
Include the key environment and impact details in the ticket.
For a Severity 1 issue, call WEKA Support and open a ticket in the Support Portal.
Call +1 (844) 392-0665.
Leave a voicemail if the call is not answered immediately. It is routed to the active support team.
Open a ticket in the Support Portal and select Severity 1.
Add the business impact, start time, and affected environment to the ticket.
Track ticket updates in the Support Portal.
For Severity 2, Severity 3, and Severity 4 issues, use the Support Portal or email.
Open a ticket in the Support Portal.
Select the severity that matches the issue impact.
Add the cluster details, observed behavior, and recent changes.
You can also send email to [email protected]. Email creates a ticket in the Support Portal automatically.
Do not use email for critical Severity 1 issues.
For feature requests, contact your sales team.
Prepare information for faster resolution
Include the following details in every support case:
Cluster version and deployment type.
Affected filesystem, protocol, or workload.
Exact time the issue started.
Error messages, alerts, or user-visible symptoms.
Recent changes in software, hardware, network, or workload.
Whether diagnostics were uploaded to WEKA Home.
Escalate an active case
Escalate an active case if the business impact increases or you need management attention.
Call +1 (844) 392-0665.
Select the escalation option or leave a voicemail.
Include the ticket number and the reason for the escalation.
WEKA uses a follow-the-sun support model. An available manager handles the escalation based on time zone coverage.
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