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Support Escalation Policy

As part of the Priority Support offered to Ultra tier customers, you can escalate urgent matters of importance to the on-call team at Cloudsmith. At the moment this is limited to customers that avail of our Shared Slack Workspace, but we'll also try to offer this via Intercom in the near future.

Policy

As this is effectively a bat signal directly to the on-call team, it's important that we establish a clear policy around use (and misuse) of the escalation channel. Our team are only Human, and it's important to protect them from accidental and/or frequent alerting.

Good Reasons to Escalate

Some good reasons to use the escalation channel:

  • Your service has been severely impacted, and the Cloudsmith status page hasn't yet been updated.
  • You have been hit by a security attack, and you need an immediate lockdown of your account.
  • You suspect that the security of your critical Cloudsmith account(s) has been compromised.
  • You are completely locked out of your account (as an owner), and urgently need access to login.

For any of these or those like it, we'd recommend using the escalation channel if needed.

Bad Reasons to Escalate

Some bad reasons to use the escalation channel:

  • You need non-urgent support (e.g. queries, password resets, 2FA resets, etc.)
  • You are locked out of your account and can't login.
  • You are having issues uploading and/or downloading, but it isn't related to a service outage.
  • You are waiting for support via normal channels, but haven't had a response yet.
  • You're having a service outage, but the Cloudsmith Status Site already acknowledges the outage.

For any of these or those like it, we'd recommend the normal support channels. You might need to be a little more patient than usual if outside of our normal support hours (mostly UK-centric).

Terms and Conditions

This service is offered with the disclaimer that this is a benefit of the Ultra tier, but not a right. Support for the escalation channel may be revoked or limited for any reason, especially in the situation of minimising disruption to the team, but we'll always try to understand the context first.

The escalation channel should really only be used as a last resort, and certainly no more than once per event, and not if an issue has already been acknowledged (either directly or via the Cloudsmith Status Site). The on-call team will acknowledge your issue, and keep you updated at a regular interval.

Please treat the escalation channel the same way that you might an emergency service, such as the police, ambulance, fire or coast guard. If the on-call team is woken up unnecessarily, they may be more reluctant to respond to future requests, and/or your rights to use it may be limited.

Of course, if it really is an emergency, then that's what the team is there for. We're here to ensure that Cloudsmith is as-available as possible and that any disruptions to your service are minimised.

Thanks for being an awesome and considerate user. :-)

Timeliness

Although the on-call team is alerted immediately, they might not be able to respond immediately. Our target is to respond within 15-30 minutes, but this is not guaranteed. However, we do guarantee that you will get an acknowledgement/reply.

How To Escalate

❗️

STOP, and listen

Remember: The escalation is for truly urgent issues only. Please double-check the "Good Reasons to Escalate" and "Bad Reasons to Escalate" above before using the escalation channels. A happy, healthy and rested on-call support team serves you best. :-)

Via Slack

In order to escalate via Slack, simply send your message in the shared workspace channel as normal; but when doing so add an :sos: emoji to the message. This will immediately alert us, and you'll get an automated confirmation that the alert worked.

Escalation via Emoji on SlackEscalation via Emoji on Slack

Escalation via Emoji on Slack

Via Intercom

In order to escalate via Intercom, simply send us any message with an :sos: emoji in it (see screenshot below). This will immediately alert us, but due to a limitation with the integration, you will not get an automated confirmation. Once the on-call support person receives the message, they'll reply to you manually to confirm that it has been received.

🚧

IMPORTANT - You Need To Be Logged In

You need to be logged in for this to work. Ensure that you're messaging us from the cloudsmith.io website (i.e. the application) and that you're logged in when you do it.

Adding an SOS emoji on Intercom.Adding an SOS emoji on Intercom.

Adding an SOS emoji on Intercom.

Escalation via Emoji on IntercomEscalation via Emoji on Intercom

Escalation via Emoji on Intercom

Updated about a year ago


Support Escalation Policy


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