Frequently Asked Questions

Do I get 24×7 Support?

Yes, one-on-one live representatives and an in-house technical support team are available 24/7/365. You can submit tickets to our RapidResponse team in the following ways:

Online Portal: https://portal.rapidscale.net
Phone: (866) 686-0328

Note: For issues requiring immediate response, it is recommended that you call our RapidResponse team directly for a live engineer any time at the number listed above.

How quickly should I expect to get a response?

Please allow for 24-48 hours for a response.

How quickly should I expect you to fix my issue?

Ticket resolution times vary depending on the issue. RapidScale's average ticket resolution is about 6-8 hours.

Should I expect my issue to be resolved on the first call?

We resolve an average of 60% of issues on the first call. However, it completely depends on what the issue is.

Am I able to set up a new user myself?

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.

We recently added new users to our RapidScale platform. How do I receive/request training?

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.

What types of issues are supported?

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.

How many support cases can I initiate with RapidScale Support?

As many as you would like, although if you have already created a case for a certain issue, please do not submit a new case for the issue. Our support team is probably already all over it and will get back to you as soon as possible.

I’m not in the US. Can I still receive RapidScale support?

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!

How long is case history retained?

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.

What is your Service Level Agreement?

Our SLA is 100% uptime. For more specific SLA T&Cs, please refer to your RapidScale Service Agreement.

How do I submit a case?

Lucky for you, you're in the right place! You can submit a case here: https://portal.rapidscale.net/customer/1/cases/create

How do I contact RapidScale support? (Is there a preferred method?)

You've got 2 options, give us a ring at (866) 686-0328 or shoot us an email at support@rapidscale.net. You can also just drop by our "Submit a Case" page here: https://portal.rapidscale.net/customer/1/cases/create

Can I request a call back when submitting a case online?

Sure can! We'd be happy to jump on the phone and work through whatever issue you're experiencing!

How do I get support during an outage or service interruption event?

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.

RapidScale Support

Frequently Asked Questions

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