When you need help from Scale Computing, this page tells you how to reach Scale Computing Support, what to have ready, and how to open and follow a support ticket in the SC//AcuVigil™ dashboard.
Contact Scale Computing Support
Scale Computing technical support is available in English 24 hours a day, 7 days a week, 365 days a year. What Support handles for your sites depends on the SC//AcuVigil services your company has purchased and on your agreement with Scale Computing. If you buy SC//AcuVigil through a reseller or partner, contact them first; they may provide the first level of support.
Choose how to reach Support by how urgent the issue is:
| Issue | How to reach Support |
|---|---|
| Urgent, for example a site that can't pass traffic or process payments | Call (512) 687-7401 and open a ticket. |
| Normal requests | Open a ticket in the SC//AcuVigil dashboard. |
| Low priority, or adding attachments to an existing case | Email team@scalecomputing.com. You get an automatic acknowledgement right away and a response within 24 hours. |
Email goes to an inbox the Support team manages; it doesn't open a ticket. To open a ticket you can follow in the dashboard, use Open New Ticket in SC//AcuVigil.
Severity
Scale Computing assigns each issue a severity based on its business impact, and may change it as the facts become clear:
| Severity | What it means | Examples |
|---|---|---|
| Severity 1 | A site, or several sites, can't pass traffic or process payments. | Payments failing on every terminal at a site. |
| Severity 2 | A serious problem that needs immediate attention but has less effect on the site's operation. | Guest Wi-Fi partly down, or loyalty processing affected. |
| Severity 3 | Any other supported issue, and problems that don't materially affect the site's operation. | A failover alert for a secondary internet connection, or one failed device in a high-availability pair. |
Report a Severity 1 issue both by phone and with a ticket. Response and restoration targets for each severity are in your agreement with Scale Computing.
Before you contact Support
Many issues can be fixed or narrowed down at the site. Before you contact Support, check:
- That the affected devices have power, and try power cycling them.
- That cables between devices are connected and in good condition.
- When the device last worked normally, and when the problem started or how often it happens.
What to have ready
Have this information ready:
- Your company name.
- The site name or store number.
- A name and phone number Support can call back.
- A clear description of the problem, including whether it affects payments and whether one site or several are affected.
- Any existing ticket number.
The site's tile on the Locations page shows its name, city, and internet provider. Giving Support those details speeds things up.
Note: If your company has a Slack channel with its account manager, use it for project coordination only. Slack isn't a way to open a support request. |
Support tickets
Support tickets are how you and Scale Computing Support keep track of an issue at one of your sites. In the dashboard you can see your company's tickets, open new ones, add information, and follow their progress.
Who can use support tickets
Every customer role can view, open, and add to support tickets for the sites the user has access to. See Managing user permissions.
Where tickets come from
- Tickets you open. Open a ticket for anything you need Scale Computing to look at or change, for example a device that can't connect, a firewall policy change, or a hardware replacement.
- Tickets opened by monitoring. Scale Computing's monitoring opens tickets on its own for events such as a site that stops reporting, a failover to a backup internet connection, or a VPN tunnel that goes down. These tickets appear in your company's ticket list like any other ticket, show System as the opener, and are worked by Scale Computing Support. When the problem clears, they can close automatically.
Find your tickets
Select Support in the menu. The Support Tickets list shows your company's open tickets. To see only one site's tickets, open the site and select Support in its menu.
The list shows each ticket's ID, topic, category, location, how long it has been open, when it was last updated, and who it's assigned to. Select a column heading to sort by it, and select a ticket to open it.
To narrow the list, use the filters at the top, for example Status (choose Closed to see closed tickets), Priority, Severity, Location, or the dates a ticket was opened or closed. For more options, select Advanced Search. To download the list, select Export As CSV.
Open a ticket
- Select Support, then Open New Ticket.
-
Fill in the form:
Field What to enter Topic (required) A short summary of the issue. Detailed Info (required) What's happening, when it started, what you've already tried, and the devices involved. Location The site the ticket is about. File A screenshot, photo, or document that helps explain the issue, with a short description. Shipping and Tracking Number If you're sending equipment, the carrier (UPS, USPS, or FedEx) and tracking number. Followers Other SC//AcuVigil users, or email addresses, who should get updates about the ticket. Priority and Severity How urgent the issue is for you and how much it affects the site. -
Select Submit the Ticket.
Important: For a Severity 1 issue, such as a site that can't pass traffic or process payments, also call Scale Computing Support at (512) 687-7401. See Severity. |
Follow a ticket
Open the ticket to see its history. To add information or answer a question from Support, select Reply, write your message, and send it.
Followers receive updates about the ticket by email.
The icon next to each ticket shows its status. Hover over it to see the status name:
| Status | What it means |
|---|---|
| Unassigned | The ticket hasn't been assigned to anyone at Scale Computing yet. |
| In Progress | Scale Computing Support is working on it. |
| Waiting on Customer | Support needs a reply or an action from you. |
| Waiting on Carrier | Support is waiting on your internet or cellular provider. |
| Scheduled | Work is scheduled for a later time. |
| On Hold | Work is paused. |
| Interim Resolution | Service has been restored, for example with a workaround or failover, while Support works on a permanent fix. |
| Monitoring | Support is watching the site to make sure the problem doesn't come back. |
| Closed | The ticket is closed. |
Close or re-open a ticket
You can close a ticket that you opened, and an Admin can close any of the company's tickets. A ticket that Support is actively working, for example one that's In Progress, On Hold, Scheduled, Waiting on Carrier, or in Interim Resolution, can only be closed by Scale Computing.
If the issue comes back, you can re-open a closed ticket for up to 30 days after it was closed. After that, open a new ticket and mention the old ticket's ID.