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
Additional information
One of Virtuozzo support managers will reach you out as soon as possible and provide current ticket status update and address your concerns