Table of Contents
Service Desk access
When your stack is created, nominated users in the stack schedule will receive login credentials for the Service Desk. This is where you can raise issues, requests or bugs related to your stack or Silverstripe Cloud. Alternatively, you can email email@example.com directly to raise a ticket with us. Please try to be as detailed as possible with steps to reproduce the issue, appropriate links and screenshots if applicable.
If your work is billable (i.e. not covered by your Cloud or Code Care fees) we will come back to you with an estimate before proceeding.
For urgent incidents (i.e. major production site outages), please call your one of the on-call support numbers below. The Silverstripe Operations team have uptime monitoring so it is likely we will know about an outage and start working on it before we hear from you.
Please be patient when calling these numbers, particularly when outside of New Zealand, as the redirection to the on-call support specialist’s cellphone may take a while.
Bugs & enhancements
If you find a bug in your website or would like to request a new feature, you should first contact the vendor who developed your website to find a solution. This may be Silverstripe or another development agency.
If you believe there is an issue with supported Silverstripe Cloud code or an issue with Cloud that you cannot resolve through your vendor, please contact Silverstripe Support who will deal with your issue appropriately.
If you have Code Care with Silverstripe, the Service Desk is the place to log requests for bug fixes, upgrades or enhancements to your website. If you would like to enquire about Code Care please contact your Account Manager or email firstname.lastname@example.org.