Overview

If you have any issues or concerns about the progress of a ticket or the quality of support you’re getting, do not hesitate to reach out to Virtuozzo support management directly.
A detailed description of all below-mentioned fields is available in our How-to Guide.

How to?

Login to self-service support portal
https://support.virtuozzo.com/hc/en-us/signin
Submit new request
Select "Escalate to support management" as request type
Select escalation reason.
So we better understand domain of improvement
Select Product or service type.

Choose either:
- On-premise if reported Virtuozzo product is deployed on your infrastructure (including products deployed on Hyper-scalers, e.g. Vultr, Digital Ocean, Google Cloud, etc.)
or

- Virtuozzo Hybrid Cloud if a service is offered through Virtuozzo Hybrid Cloud solutions
Select product or service.
Choose a product you experiencing issues with (this is required to route your request to a proper support management team)

or a service (if service is offered through Virtuozzo Hybrid Cloud)
Set priority.
This is just a mandatory platform field. Your request to support management always treated as Urgent.
Fill in ticket ID you would like to escalate
Fill in Subject and Description fields.
Complement your request with details you specifically concerned about
Add carbon copy participants if any.
Add anyone who you would like to participate in or monitor an escalation progress
Agree to Virtuozzo privacy policy
Finally, click Submit button