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</ul> </nav> </li> <li class="md-nav__item md-nav__item--nested"> <input class="md-nav__toggle md-toggle " type=checkbox id=__nav_3> <label class=md-nav__link for=__nav_3 id=__nav_3_label tabindex=0> <span class=md-ellipsis> Cloud </span> <span class="md-nav__icon md-icon"></span> </label> <nav class=md-nav data-md-level=1 aria-labelledby=__nav_3_label aria-expanded=false> <label class=md-nav__title for=__nav_3> <span class="md-nav__icon md-icon"></span> Cloud </label> <ul class=md-nav__list data-md-scrollfix> <li class=md-nav__item> <a href=../cloud/cloud.html.html class=md-nav__link> <span class=md-ellipsis> Overview </span> </a> </li> <li class=md-nav__item> <a href=../cloud/Dashboard-Overview-Project-Quotas-And-Flavors-Limits-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> Dashboard Overview – Project Quotas And Flavors Limits on 3Engines Cloud </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-to-access-the-VM-from-3Engines-console-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> How to access the VM from 3Engines console on 3Engines Cloud </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-to-clone-existing-and-configured-VMs-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> How to clone existing and configured VMs on 3Engines Cloud </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-to-fix-unresponsive-console-issue-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> How to fix unresponsive console issue on 3Engines Cloud </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-to-generate-ec2-credentials-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> How to generate and manage EC2 credentials on 3Engines Cloud </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-to-generate-or-use-Application-Credentials-via-CLI-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> How to generate or use Application Credentials via CLI on 3Engines Cloud </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-to-use-GUI-in-Linux-VM-on-3Engines-Cloud-and-access-it-from-local-Linux-computer.html.html class=md-nav__link> <span class=md-ellipsis> How to Use GUI in Linux VM on 3Engines Cloud and access it From Local Linux Computer </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-To-Create-a-New-Linux-VM-With-NVIDIA-Virtual-GPU-in-the-3Engines-Dashboard-Horizon-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> How To Create a New Linux VM With NVIDIA Virtual GPU in the 3Engines Dashboard Horizon on 3Engines Cloud </span> </a> </li> <li class=md-nav__item> <a href=../cloud/How-to-use-Docker-on-3Engines-Cloud.html.html class=md-nav__link> <span class=md-ellipsis> How to install and use 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</nav> </li> <li class=md-nav__item> <a href=#support-categories class=md-nav__link> <span class=md-ellipsis> Support Categories </span> </a> <nav class=md-nav aria-label="Support Categories"> <ul class=md-nav__list> <li class=md-nav__item> <a href=#technical-support class=md-nav__link> <span class=md-ellipsis> Technical Support </span> </a> </li> <li class=md-nav__item> <a href=#account-management class=md-nav__link> <span class=md-ellipsis> Account Management </span> </a> </li> <li class=md-nav__item> <a href=#infrastructure-support class=md-nav__link> <span class=md-ellipsis> Infrastructure Support </span> </a> </li> </ul> </nav> </li> <li class=md-nav__item> <a href=#getting-help class=md-nav__link> <span class=md-ellipsis> Getting Help </span> </a> <nav class=md-nav aria-label="Getting Help"> <ul class=md-nav__list> <li class=md-nav__item> <a href=#before-contacting-support class=md-nav__link> <span class=md-ellipsis> Before Contacting Support </span> </a> </li> <li class=md-nav__item> <a href=#information-to-include class=md-nav__link> <span class=md-ellipsis> Information to Include </span> </a> </li> </ul> </nav> </li> <li class=md-nav__item> <a href=#common-issues-solutions class=md-nav__link> <span class=md-ellipsis> Common Issues & Solutions </span> </a> <nav class=md-nav aria-label="Common Issues & Solutions"> <ul class=md-nav__list> <li class=md-nav__item> <a href=#vm-access-problems class=md-nav__link> <span class=md-ellipsis> VM Access Problems </span> </a> </li> <li class=md-nav__item> <a href=#storage-issues class=md-nav__link> <span class=md-ellipsis> Storage Issues </span> </a> </li> <li class=md-nav__item> <a href=#networking-problems class=md-nav__link> <span class=md-ellipsis> Networking Problems </span> </a> </li> </ul> </nav> </li> <li class=md-nav__item> <a href=#support-resources class=md-nav__link> <span class=md-ellipsis> Support Resources </span> </a> <nav class=md-nav aria-label="Support Resources"> <ul class=md-nav__list> <li class=md-nav__item> <a href=#documentation class=md-nav__link> <span class=md-ellipsis> Documentation </span> </a> </li> <li class=md-nav__item> <a href=#training-materials class=md-nav__link> <span class=md-ellipsis> Training Materials </span> </a> </li> <li class=md-nav__item> <a href=#community-resources class=md-nav__link> <span class=md-ellipsis> Community Resources </span> </a> </li> </ul> </nav> </li> <li class=md-nav__item> <a href=#escalation-process class=md-nav__link> <span class=md-ellipsis> Escalation Process </span> </a> <nav class=md-nav aria-label="Escalation Process"> <ul class=md-nav__list> <li class=md-nav__item> <a href=#level-1-support class=md-nav__link> <span class=md-ellipsis> Level 1 Support </span> </a> </li> <li class=md-nav__item> <a href=#level-2-support class=md-nav__link> <span class=md-ellipsis> Level 2 Support </span> </a> </li> <li class=md-nav__item> <a href=#level-3-support class=md-nav__link> <span class=md-ellipsis> Level 3 Support </span> </a> </li> </ul> </nav> </li> <li class=md-nav__item> <a href=#service-level-agreements class=md-nav__link> <span class=md-ellipsis> Service Level Agreements </span> </a> <nav class=md-nav aria-label="Service Level Agreements"> <ul class=md-nav__list> <li class=md-nav__item> <a href=#response-times class=md-nav__link> <span class=md-ellipsis> Response Times </span> </a> </li> <li class=md-nav__item> <a href=#resolution-times class=md-nav__link> <span class=md-ellipsis> Resolution Times </span> </a> </li> </ul> </nav> </li> <li class=md-nav__item> <a href=#contact-information class=md-nav__link> <span class=md-ellipsis> Contact Information </span> </a> <nav class=md-nav aria-label="Contact Information"> <ul class=md-nav__list> <li class=md-nav__item> <a href=#support-team class=md-nav__link> <span class=md-ellipsis> Support Team </span> </a> </li> <li class=md-nav__item> <a href=#emergency-contacts class=md-nav__link> <span class=md-ellipsis> Emergency Contacts </span> </a> </li> </ul> </nav> </li> </ul> </nav> </div> </div> </div> <div class=md-content data-md-component=content> <article class="md-content__inner md-typeset"> <h1 id=core-cloud-team-support>Core Cloud Team Support<a class=headerlink href=#core-cloud-team-support title="Permanent link">¶</a></h1> <h2 id=overview>Overview<a class=headerlink href=#overview title="Permanent link">¶</a></h2> <p>This page contains draft support information for the core cloud team. This section will be expanded with comprehensive support documentation and resources.</p> <h2 id=support-channels>Support Channels<a class=headerlink href=#support-channels title="Permanent link">¶</a></h2> <h3 id=primary-support>Primary Support<a class=headerlink href=#primary-support title="Permanent link">¶</a></h3> <ul> <li><strong>Email</strong>: <a href=mailto:support@rootxwire.com>support@rootxwire.com</a></li> <li><strong>Admin Inquiries</strong>: <a href=mailto:admin@rootxwire.com>admin@rootxwire.com</a></li> <li><strong>Response Time</strong>: 24-48 hours for standard inquiries</li> </ul> <h3 id=emergency-support>Emergency Support<a class=headerlink href=#emergency-support title="Permanent link">¶</a></h3> <ul> <li><strong>Critical Issues</strong>: Available 24/7 for production outages</li> <li><strong>Escalation Process</strong>: Contact admin team for immediate assistance</li> <li><strong>SLA</strong>: 4-hour response time for critical issues</li> </ul> <h2 id=support-categories>Support Categories<a class=headerlink href=#support-categories title="Permanent link">¶</a></h2> <h3 id=technical-support>Technical Support<a class=headerlink href=#technical-support title="Permanent link">¶</a></h3> <ul> <li><strong>VM Management</strong>: Instance creation, configuration, and troubleshooting</li> <li><strong>Networking</strong>: Security groups, floating IPs, and connectivity issues</li> <li><strong>Storage</strong>: Volume management, snapshots, and data recovery</li> <li><strong>Security</strong>: Key pair management, access control, and security best practices</li> </ul> <h3 id=account-management>Account Management<a class=headerlink href=#account-management title="Permanent link">¶</a></h3> <ul> <li><strong>Billing</strong>: Usage tracking, quota management, and billing inquiries</li> <li><strong>User Management</strong>: Adding/removing users, role assignments</li> <li><strong>Project Management</strong>: Creating projects, managing resources</li> <li><strong>Authentication</strong>: Two-factor authentication setup and troubleshooting</li> </ul> <h3 id=infrastructure-support>Infrastructure Support<a class=headerlink href=#infrastructure-support title="Permanent link">¶</a></h3> <ul> <li><strong>Performance</strong>: Resource optimization and performance tuning</li> <li><strong>Monitoring</strong>: Setting up alerts and monitoring dashboards</li> <li><strong>Backup & Recovery</strong>: Data backup strategies and disaster recovery</li> <li><strong>Compliance</strong>: Security compliance and audit support</li> </ul> <h2 id=getting-help>Getting Help<a class=headerlink href=#getting-help title="Permanent link">¶</a></h2> <h3 id=before-contacting-support>Before Contacting Support<a class=headerlink href=#before-contacting-support title="Permanent link">¶</a></h3> <ol> <li><strong>Check Documentation</strong>: Review relevant guides in our documentation</li> <li><strong>Search Known Issues</strong>: Check if your issue is already documented</li> <li><strong>Gather Information</strong>: Collect error messages, screenshots, and system details</li> <li><strong>Test Basic Connectivity</strong>: Verify network connectivity and access</li> </ol> <h3 id=information-to-include>Information to Include<a class=headerlink href=#information-to-include title="Permanent link">¶</a></h3> <p>When contacting support, please provide: - <strong>Account Details</strong>: Username, project name, and organization - <strong>Issue Description</strong>: Clear description of the problem - <strong>Error Messages</strong>: Full error messages and codes - <strong>Steps to Reproduce</strong>: Detailed steps that led to the issue - <strong>Screenshots</strong>: Visual evidence of the problem - <strong>System Information</strong>: Operating system, browser, and relevant software versions</p> <h2 id=common-issues-solutions>Common Issues & Solutions<a class=headerlink href=#common-issues-solutions title="Permanent link">¶</a></h2> <h3 id=vm-access-problems>VM Access Problems<a class=headerlink href=#vm-access-problems title="Permanent link">¶</a></h3> <ul> <li><strong>SSH Connection Issues</strong>: Check security groups and key pairs</li> <li><strong>Console Access</strong>: Verify VM is running and console is responsive</li> <li><strong>Network Connectivity</strong>: Ensure floating IP is properly assigned</li> </ul> <h3 id=storage-issues>Storage Issues<a class=headerlink href=#storage-issues title="Permanent link">¶</a></h3> <ul> <li><strong>Volume Mount Problems</strong>: Check filesystem and mount commands</li> <li><strong>Snapshot Failures</strong>: Verify available space and permissions</li> <li><strong>Performance Issues</strong>: Review volume type and IOPS limits</li> </ul> <h3 id=networking-problems>Networking Problems<a class=headerlink href=#networking-problems title="Permanent link">¶</a></h3> <ul> <li><strong>Floating IP Issues</strong>: Check network configuration and router setup</li> <li><strong>Security Group Rules</strong>: Verify inbound/outbound rules</li> <li><strong>DNS Resolution</strong>: Check DNS settings and domain configuration</li> </ul> <h2 id=support-resources>Support Resources<a class=headerlink href=#support-resources title="Permanent link">¶</a></h2> <h3 id=documentation>Documentation<a class=headerlink href=#documentation title="Permanent link">¶</a></h3> <ul> <li><a href=../cloud/cloud.html.html>Cloud Overview</a></li> <li><a href=../networking/networking.html.html>Networking Guide</a></li> <li><a href=../datavolume/datavolume.html.html>Storage Management</a></li> <li><a href=../windows/windows.html.html>Windows VM Guide</a></li> </ul> <h3 id=training-materials>Training Materials<a class=headerlink href=#training-materials title="Permanent link">¶</a></h3> <ul> <li><strong>Getting Started Guide</strong>: Basic cloud operations and setup</li> <li><strong>Best Practices</strong>: Security, performance, and cost optimization</li> <li><strong>Advanced Topics</strong>: Automation, scripting, and integrations</li> </ul> <h3 id=community-resources>Community Resources<a class=headerlink href=#community-resources title="Permanent link">¶</a></h3> <ul> <li><strong>User Forums</strong>: Community discussions and solutions</li> <li><strong>Knowledge Base</strong>: Searchable database of common issues</li> <li><strong>Video Tutorials</strong>: Step-by-step visual guides</li> </ul> <h2 id=escalation-process>Escalation Process<a class=headerlink href=#escalation-process title="Permanent link">¶</a></h2> <h3 id=level-1-support>Level 1 Support<a class=headerlink href=#level-1-support title="Permanent link">¶</a></h3> <ul> <li><strong>Initial Response</strong>: Basic troubleshooting and common issues</li> <li><strong>Resolution Time</strong>: 1-2 business days</li> <li><strong>Escalation Criteria</strong>: Complex technical issues or account problems</li> </ul> <h3 id=level-2-support>Level 2 Support<a class=headerlink href=#level-2-support title="Permanent link">¶</a></h3> <ul> <li><strong>Advanced Technical Issues</strong>: Complex networking, storage, or performance problems</li> <li><strong>Resolution Time</strong>: 2-5 business days</li> <li><strong>Escalation Criteria</strong>: Infrastructure-level issues or critical system problems</li> </ul> <h3 id=level-3-support>Level 3 Support<a class=headerlink href=#level-3-support title="Permanent link">¶</a></h3> <ul> <li><strong>Engineering Team</strong>: Core platform issues and feature requests</li> <li><strong>Resolution Time</strong>: 5-10 business days</li> <li><strong>Escalation Criteria</strong>: Platform bugs, security issues, or major feature requests</li> </ul> <h2 id=service-level-agreements>Service Level Agreements<a class=headerlink href=#service-level-agreements title="Permanent link">¶</a></h2> <h3 id=response-times>Response Times<a class=headerlink href=#response-times title="Permanent link">¶</a></h3> <ul> <li><strong>Critical (P1)</strong>: 4 hours</li> <li><strong>High (P2)</strong>: 24 hours</li> <li><strong>Medium (P3)</strong>: 48 hours</li> <li><strong>Low (P4)</strong>: 72 hours</li> </ul> <h3 id=resolution-times>Resolution Times<a class=headerlink href=#resolution-times title="Permanent link">¶</a></h3> <ul> <li><strong>Critical (P1)</strong>: 24 hours</li> <li><strong>High (P2)</strong>: 72 hours</li> <li><strong>Medium (P3)</strong>: 5 business days</li> <li><strong>Low (P4)</strong>: 10 business days</li> </ul> <h2 id=contact-information>Contact Information<a class=headerlink href=#contact-information title="Permanent link">¶</a></h2> <h3 id=support-team>Support Team<a class=headerlink href=#support-team title="Permanent link">¶</a></h3> <ul> <li><strong>Primary Email</strong>: <a href=mailto:support@rootxwire.com>support@rootxwire.com</a></li> <li><strong>Admin Team</strong>: <a href=mailto:admin@rootxwire.com>admin@rootxwire.com</a></li> <li><strong>Business Hours</strong>: Monday-Friday, 9 AM - 5 PM EST</li> </ul> <h3 id=emergency-contacts>Emergency Contacts<a class=headerlink href=#emergency-contacts title="Permanent link">¶</a></h3> <ul> <li><strong>Critical Issues</strong>: Available 24/7</li> <li><strong>Emergency Phone</strong>: Contact admin team for emergency number</li> <li><strong>After Hours</strong>: Email support with "URGENT" in subject line</li> </ul> <hr> <p><em>This is a draft document and will be updated with additional support information and resources as they become available.</em></p> </article> </div> <script>var target=document.getElementById(location.hash.slice(1));target&&target.name&&(target.checked=target.name.startsWith("__tabbed_"))</script> </div> <button type=button class="md-top md-icon" data-md-component=top hidden> <svg xmlns=http://www.w3.org/2000/svg viewbox="0 0 24 24"><path d="M13 20h-2V8l-5.5 5.5-1.42-1.42L12 4.16l7.92 7.92-1.42 1.42L13 8z"/></svg> Back to top </button> </main> <footer class=md-footer> <nav class="md-footer__inner 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