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Requesting Private Cloud Remote Support

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 ».

In order to receive quick and effective support from our team, please follow these simple guidelines. It will save time and will allow us to provide a proper diagnosis in our first response.

Send an email to privatecloud-support@redbooth.com with the following information:

Description

For instance, if your instance of Redbooth is inaccessible, a good description would be:

“We are trying to access http://my-redbooth-domain/ and we only see a blank page. The steps I followed prior to this this were: 1) Changed outgoing email configuration in manager, and 2) Restarted Redbooth”. 

It should contain a detailed description and what you did before it happened.

System Report

A system report is a bundle of files that helps us diagnose your system. It contains log files, configuration files, and the output of some system commands. To generate one, go to http://your-redbooth-domain/manager/support, click on the scroll down menu When contacting support > Generate a system report.

Requesting Private Cloud Remote Support

After the report is generated, you can download it by clicking on When contacting support again, pressing the Download button and attaching the file to the support email.

Requesting Private Cloud Remote Support

 

Urgent Support Tickets

In the unlikely event you have an issue that requires prompt intervention from one of our engineers, then follow the above steps but additionally prefix the email subject with the “[System Down]” category.

The “SYSTEM DOWN” email may probably wake up one of our on-call engineers at night. Please request urgent support only when you really need it.

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 a temporary nature, fixes all the issues.
Requesting Private Cloud Remote Support