# Core Cloud Team Support

## Overview
This page contains draft support information for the core cloud team. This section will be expanded with comprehensive support documentation and resources.

## Support Channels

### Primary Support
- **Email**: [support@connectvm.com](mailto:support@connectvm.com)
- **Admin Inquiries**: [admin@connectvm.com](mailto:admin@connectvm.com)
- **Response Time**: 24-48 hours for standard inquiries

### Emergency Support
- **Critical Issues**: Available 24/7 for production outages
- **Escalation Process**: Contact admin team for immediate assistance
- **SLA**: 4-hour response time for critical issues

## Support Categories

### Technical Support
- **VM Management**: Instance creation, configuration, and troubleshooting
- **Networking**: Security groups, floating IPs, and connectivity issues
- **Storage**: Volume management, snapshots, and data recovery
- **Security**: Key pair management, access control, and security best practices

### Account Management
- **Billing**: Usage tracking, quota management, and billing inquiries
- **User Management**: Adding/removing users, role assignments
- **Project Management**: Creating projects, managing resources
- **Authentication**: Two-factor authentication setup and troubleshooting

### Infrastructure Support
- **Performance**: Resource optimization and performance tuning
- **Monitoring**: Setting up alerts and monitoring dashboards
- **Backup & Recovery**: Data backup strategies and disaster recovery
- **Compliance**: Security compliance and audit support

## Getting Help

### Before Contacting Support
1. **Check Documentation**: Review relevant guides in our documentation
2. **Search Known Issues**: Check if your issue is already documented
3. **Gather Information**: Collect error messages, screenshots, and system details
4. **Test Basic Connectivity**: Verify network connectivity and access

### Information to Include
When contacting support, please provide:
- **Account Details**: Username, project name, and organization
- **Issue Description**: Clear description of the problem
- **Error Messages**: Full error messages and codes
- **Steps to Reproduce**: Detailed steps that led to the issue
- **Screenshots**: Visual evidence of the problem
- **System Information**: Operating system, browser, and relevant software versions

## Common Issues & Solutions

### VM Access Problems
- **SSH Connection Issues**: Check security groups and key pairs
- **Console Access**: Verify VM is running and console is responsive
- **Network Connectivity**: Ensure floating IP is properly assigned

### Storage Issues
- **Volume Mount Problems**: Check filesystem and mount commands
- **Snapshot Failures**: Verify available space and permissions
- **Performance Issues**: Review volume type and IOPS limits

### Networking Problems
- **Floating IP Issues**: Check network configuration and router setup
- **Security Group Rules**: Verify inbound/outbound rules
- **DNS Resolution**: Check DNS settings and domain configuration

## Support Resources

### Documentation
- [Cloud Overview](../cloud/cloud.html.md)
- [Networking Guide](../networking/networking.html.md)
- [Storage Management](../datavolume/datavolume.html.md)
- [Windows VM Guide](../windows/windows.html.md)

### Training Materials
- **Getting Started Guide**: Basic cloud operations and setup
- **Best Practices**: Security, performance, and cost optimization
- **Advanced Topics**: Automation, scripting, and integrations

### Community Resources
- **User Forums**: Community discussions and solutions
- **Knowledge Base**: Searchable database of common issues
- **Video Tutorials**: Step-by-step visual guides

## Escalation Process

### Level 1 Support
- **Initial Response**: Basic troubleshooting and common issues
- **Resolution Time**: 1-2 business days
- **Escalation Criteria**: Complex technical issues or account problems

### Level 2 Support
- **Advanced Technical Issues**: Complex networking, storage, or performance problems
- **Resolution Time**: 2-5 business days
- **Escalation Criteria**: Infrastructure-level issues or critical system problems

### Level 3 Support
- **Engineering Team**: Core platform issues and feature requests
- **Resolution Time**: 5-10 business days
- **Escalation Criteria**: Platform bugs, security issues, or major feature requests

## Service Level Agreements

### Response Times
- **Critical (P1)**: 4 hours
- **High (P2)**: 24 hours
- **Medium (P3)**: 48 hours
- **Low (P4)**: 72 hours

### Resolution Times
- **Critical (P1)**: 24 hours
- **High (P2)**: 72 hours
- **Medium (P3)**: 5 business days
- **Low (P4)**: 10 business days

## Contact Information

### Support Team
- **Primary Email**: [support@connectvm.com](mailto:support@connectvm.com)
- **Admin Team**: [admin@connectvm.com](mailto:admin@connectvm.com)
- **Business Hours**: Monday-Friday, 9 AM - 5 PM EST

### Emergency Contacts
- **Critical Issues**: Available 24/7
- **Emergency Phone**: Contact admin team for emergency number
- **After Hours**: Email support with "URGENT" in subject line

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*This is a draft document and will be updated with additional support information and resources as they become available.*