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:
Are upgraded to the latest release.
- Our engineers are able to access the virtual appliance via SSH.
- We will no longer offer support for customers still running the 6.x series.
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:
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.
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.