Frequently Asked Questions
- Online Portal: https://portal.rapidscale.net
- Phone: (866) 686-0328
Ticket resolution times vary depending on the issue. RapidScale's average ticket resolution is about 6-8 hours.
We resolve an average of 60% of issues on the first call. However, it completely depends on what the issue is.
In some cases, an administrator is able to access and maintain their own users and infrastructure. Please contact us to establish ability to set up new users on your own.
Drop us a line, we love training our customers! We'll get you set up with one of our cloud experts to show you the ropes.
RapidScale offers complete support for any issues within the RapidScale infrastructure, supported applications, and the cloud platform. User issues, connectivity, and configuration support may be limited depending on your support agreement with RapidScale.
You betcha! We love our global customers! Since we have 24x7x365 support, it doesn't matter what hour of the day it is, we'll pick up the phone for you!
We've got a big 'ol database of all of our customers' ticket history. That means we can track down an issue from last week or last year and revisit it.
Our SLA is 100% uptime. For more specific SLA T&Cs, please refer to your RapidScale Service Agreement.
If you're experiencing an outage, the first step is to ensure it's not an Internet Service Provider issue, or other connectivity issue. If you've verified that everything on the connectivity side is all good and well, please give us a call at (866) 686-0328 so we can escalate your issue to the appropriate RapidScale team member.