Getting Support for Your WekaIO System

This page describes WekaIO policy and approach for responsive and proactive technical support, together with some recommended helpful steps when starting to work with WekaIO.

Contacting WekaIO Technical Support Team

WekaIO's technical support policy is based on the type and urgency of the inquiry, as described in the following table:

Type/Urgency

Method of Contact

Comments

Critical

Call WekaIO support number +1 (844) 392-0665

-or-

Open a ticket in the Support Portal (support.weka.io)

WekaIO provides a 24/7 technical support service and voice messages are directed to the active support personnel. Such requests for technical support should only be used for urgent issues in production systems.

To open a ticket, you need to first sign-up as a user in our Support Portal. Tickets can be tracked and notifications and updates are provided upon changes in tickets. When opening a ticket in the Support Portal, please choose the severity in the severity field according to the issue severity level

Major

Open a ticket in the Support Portal (support.weka.io)

-or- Email support@weka.io

To open a ticket, you need to first sign-up as a user in our Support Portal. Tickets can be tracked and notifications and updates are provided upon changes in tickets. When opening a ticket in the Support Portal, please choose the severity in the severity field according to the issue severity level

Sending an email also opens a ticket in the Support Portal. Note that it is first necessary to sign-up as a user in the Support Portal. Notification of problems by email are not considered as critical.

Minor

Open a ticket in the Support Portal (support.weka.io)

-or-

Email support@weka.io

To open a ticket, you need to first sign-up as a user in our Support Portal. Tickets can be tracked and notifications and updates are provided upon changes in tickets. When opening a ticket in the Support Portal, please choose the severity in the severity field according to the issue severity level

Sending an email also opens a ticket in the Support Portal. Note that it is first necessary to sign-up as a user in the Support Portal. Notification of problems by email are not considered as critical.

Product Questions or Feature Request

Open a ticket in the Support Portal (support.weka.io)

-or-

Email support@weka.io

To open a ticket, you need to first sign-up as a user in our Support Portal. Tickets can be tracked and notifications and updates are provided upon changes in tickets. When opening a ticket in the Support Portal, please choose the severity in the severity field according to the issue severity level

Sending an email also opens a ticket in the Support Portal. Note that it is first necessary to sign-up as a user in the Support Portal. Notification of problems by email are not considered as critical.

Recommended Actions

To be ready to get support from WekaIO, it is recommended to perform the following:

  1. For each cluster provisioned, allow uploading events to the support cloud to enable proactive support and improve the troubleshooting process if needed

  2. Create an account on the WekaIO Support Portal support.weka.io. This will allow you to easily submit and check status of tickets as well as to browse our online knowledgebase.

  3. We suggest opening a shared Slack channel with WekaIO for day to day activities, Slack activity will not substitute opening tickets for issues and WekaIO can’t grantee any response time SLA while using Slack. To arrange the slack channel, get in touch with your WekaIO point of contact, open a case in our support portal at support.weka.io or send an email to support@weka.io.