Vallic Cloud docs

Support

Opening a ticket, what the priorities mean, and the tickets the platform opens for you.

Support is asked for with a ticket, from Support at the bottom of the console's menu. Email does not open one.

#Opening a ticket

Support → New ticket. A ticket belongs to the team you are working in, and anyone on that team can open one — Viewers included. Somebody who can see a problem should be able to report it.

Field
Subject Up to 200 characters
Project Required — which of the team's projects this is about
Environment Optional, and worth giving: it tells us which machine to look at
Priority Below
Affected URL Optional. Where to see the problem, if it can be seen
What happened Plain text. What you did, what you expected, what you got
Attachments Screenshots: PNG, JPEG, GIF or WebP, up to 2 MB each, five per ticket

A ticket cannot be edited once it is open. Anything you want to add, add as a reply: the conversation then says what was known when, which is what somebody working on it needs.

#Priority

Priority Means
Low A question, or something to look at when there is time
Normal Something is wrong but the site is working
High Part of the site is broken, or it is badly degraded
Urgent The site is down or losing data

The priority is yours to choose, and we do not change it. Choose honestly: Urgent is the one the response times on your project's support level are measured against — see Projects — and an urgent queue full of questions is slower for everyone in it.

#Replies

Replies are on the ticket, in the console. When we reply, everyone on the team from Developer upwards is emailed, with a link back to it. Replying to that email does not reach us — answer on the ticket.

A Viewer who opened a ticket is not emailed about replies, and should check the ticket itself.

#Resolved and closed

Either side can mark a ticket resolved with their last reply. That closes the conversation: no replies can be added afterwards. If the problem comes back, open a new ticket and mention the old one.

A ticket nobody has replied to for 14 days closes by itself, with a note saying so. That is not a judgement that the problem is solved — if it is not, a new ticket reaches us the same way.

#Everyone on the team sees every ticket

The Support page lists the team's tickets, open and closed, whoever opened them. A ticket is the team's business, and the person who opened it is not always the person who is around when the answer arrives. Do not put anything in one you would not want the rest of your team to read — a password, for instance.

#Tickets we open

Some tickets are opened by the platform rather than by you, and show as from Vallic. Today that is sustained load on an environment:

Opened when
CPU The environment has used at least 60% of its machine's cores for an hour
Memory The environment has used at least 90% of its plan's memory for 30 minutes

Sustained means every reading in that time was over the line — a spike does not count. Both are opened as High, and a Load notification is sent alongside. The ticket resolves itself once the environment has stayed back under the line for 15 minutes.

They are opened because an environment working that hard for that long is usually the size rather than a bad afternoon, and the answer is often a conversation — a bigger machine, a cache, a query that has started scanning a table. Reply on it if you want one. They follow the same 14-day rule as any other ticket, and a new one opens if the load is still there.

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