VMS: A Guide to Opening and Managing Support Tickets

This video from VAST Data provides a comprehensive guide on how to open and manage support tickets to get assistance with your VAST Data system. For storage administrators, this tutorial explains the most effective methods for communicating with our support team to ensure your issues are resolved quickly and efficiently. The video covers the following key areas:

• Submitting a Ticket: Learn how to use the support portal’s “Contact Support” form to submit a new case. We highlight the essential information to include, such as the correct cluster name, a concise subject, and a detailed description that outlines troubleshooting steps already taken, specific error messages, and timing of events.

• Understanding Priority Levels: A core focus is on the four priority levels—Urgent, High, Normal, and Low—and how they align with a Service Level Agreement (SLA) and business impact. We explain the response time expectations for each level, empowering you to set the appropriate priority for your issue.

• Managing Your Cases: The “My Cases” section is demonstrated, showing how to track the status of all your support requests, add new comments, and upload relevant attachments like screenshots or log files to provide further context to our engineers.

• Submitting via Uplink: The video also shows how to submit support tickets directly through the Uplink interface, a convenient cloud-based method for reporting issues.

This guide is designed to help VAST Data operators navigate the support process with confidence, ensuring clear and concise communication that is key to efficient troubleshooting and resolution.