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Support Hours and Communications

Support is provided according to the Nscale service model in use:
  • Nscale Cloud Customers - support available via email only at [email protected]. This channel is used for questions, troubleshooting, and issue reporting.
  • Nscale Private Cloud Customers – are provided access to the Nscale Support Portal, which offers ticket submission and tracking, case history, and knowledge resources.
Nscale will provide full support for service incidents and requests in accordance with the following table:
PriorityPlatinum Support HoursGold Support HoursSilver Support HoursInitial Response TimeResolution Target
P1 (Critical)24x7, 365 days24x7, 365 days0900 – 1700 CET15 Minutes4 hrs
P2 (High)24x7, 365 days0900 – 1700 CET0900 – 1700 CET1 Hour24 hrs
P3 (Medium)24x7, 365 days0900 – 1700 CET0900 – 1700 CET1 Hour1 week
P4 (Low)24x7, 365 days0900 – 1700 CET0900 – 1700 CET1 Hour1 month
Request24x7, 365 days0900 – 1700 CET0900 – 1700 CET1 Hour1 month

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Priority Levels

Priority Levels are dependent on the impact and urgency responses provided by the reporter. The definition for the Incident Priority levels can be found below. This list is non-exhaustive, and the grading of the final priority falls with Nscale Support Engineers after taking incident details and customer impact into account.
A critical incident causing a complete system outage or severe degradation of production infrastructure, resulting in an inability to consume Nscale services. Core operations are entirely halted, requiring immediate intervention to restore service.
Operations can continue in a limited capacity, though long-term productivity may be affected. Heavily degraded compute performance incidents, where services are still available and rendered usable, fall under this priority. Additionally, it can cover management plane outages where core operations continue, but management tasks, like configuration or monitoring, are impaired.
A partial, non-critical loss of functionality that affects some aspects of the system but does not prevent overall operations. Users may experience intermittent issues or limited access to certain features, but the primary Nscale services and systems remain operational. This priority level includes problems where a workaround exists, allowing users to continue their work with some inconvenience.
Minor issues or anomalies that have little to no impact on operations. These include cosmetic issues, performance issues that do not significantly affect user experience, and problems that have a simple workaround. Users can continue working with minimal inconvenience.
General usage enquiries, documentation errors, product feature requests, and requests for assistance.

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Scheduled Maintenance

Nscale performs regular scheduled maintenance, including service upgrades, enhancements, and general maintenance. During these periods, Nscale services may experience limited availability. We will provide a minimum of one (1) week’s notice before any potentially disruptive maintenance. For potentially disruptive maintenance, they will be performed outside of core office hours to minimize impact to customer operations. Maintenance notifications will be provided via the Announcements page on the Support Portal, where the impacted components and timescale for the maintenance period will be detailed.

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Emergency Maintenance

In cases of service degradation or urgent security vulnerabilities, Nscale may perform emergency maintenance, which could result in temporary unavailability of the Nscale infrastructure. We aim to avoid core office hours however, to quickly restore or safeguard the services, this is not always possible. We will communicate updates regarding the status of the maintenance via Announcements in the Support Portal.

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Service Outages

Where a service incurs (or is at risk of) an outage, we will provide notifications and regular updates via Announcements in the Support Portal.

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Service Credits

Service Credits for breached Service Level Agreements (SLAs) are outlined in the contract and represent the remedy available.

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Need to Escalate?

Please contact our escalations team at [email protected]