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Service Level Agreement (On Premise)

Fall 2016 update: Thank you for your interest in Redbooth Private Cloud. While we continue to support current Private Cloud customers, we are no longer taking on new Private Cloud customers. Find out more about Redbooth's standard cloud security ».

Customer response time

Although we often deliver a same business-day response, our pledge is to respond to non-urgent email inquiries and issues by the next business day. We will respond to urgent Redbooth issues (as defined below) within 2 hours.   

We offer support if you:

We also do require you to permit all outgoing connections from Private Cloud VM during product updates. Restrictive firewall rules may impede update by blocking access to vital software sources on the Internet.

NB! Stable Internet connection is required to run Private Cloud!

To request support:

Send an email to our support team as described in our Troubleshooting section and include both a description of the issue and a system report.

We offer “urgent” support when:

  • Redbooth application or the Redbooth Manager is unavailable.

  • There is severe loss of functionality, with no temporary workaround; for example, users on all browser types are unable to create new tasks.

To request “urgent” support:

If your issue is urgent, as defined above, send an email to our support team and include the words “SYSTEM DOWN” in the subject line. Instructions for support are located in our Troubleshooting section. Please include both a description of the issue and a system report.

Important: The “SYSTEM DOWN” email is likely to wake up one of our On-Call engineers at night. Please request urgent support only when you really need it and are available to assist our engineers. Thank you!

Warning: This Service Level Agreement is invalidated by any attempts to access/modify or otherwise interfere with the system internals via direct console access or ssh access.

Re-Install package

You may save yourself a significant amount of time by trying to reinstall package before requesting “urgent” support. This retries all installation steps and, if previous failure had temporary nature, fixes all the issues.
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