There are several mechanisms for getting support on Sidero Labs software (Talos OS, Sidero Metal, etc).
If your organization has a support contract:
If you have a support contract, the best way to get support is to open a ticket here at support.SideroLabs.com. This will ensure that your case is monitored for SLA compliance, so that Sidero responds within the timeframes of your support contract. Cases opened on this site for customers with a support contract get the highest priority from our engineers. If you have a Premium support contract, which gives you 24 x 7 support, opening a case on this support site will also ensure our engineers are paged and responsive to your issues 24 hours a day.
To register a user account and open a case, click Sign In at the top right, then on the form that displays, click to Sign Up. A welcome email with a verification link will be sent that allows you to set your password. Please use your company email to register your user account, as this is how your account is associated with your support contract.
After your account is registered, it is recommended that you edit your profile to add your phone number - this will ensure that if you call in to open any support tickets from that phone number, it will be associated with your account.
You may also email support@SideroLabs.com, or call us at +1 (888) 48TALOS, but generally opening a ticket on this support site is the best option, as it allows you to set the priority of the case, and include more information.
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Ticket Severity Definitions |
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Severity 1 Urgent |
A problem that severely impacts your use of the software (such as loss of data or in which your systems are not functioning). The situation halts your business operations and no procedural workaround exists. |
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Severity 2 High |
A problem where the software is functioning but your use is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists. |
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Severity 3 Medium |
A problem that involves partial, non-critical loss of use of the software. There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. |
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Severity 4 Low |
A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. There is low-to-no impact on your business or the performance or functionality of your system. |
Sidero engineers may change the priority of a ticket if it does not appear to meet the requirements for the level for which it was opened.
Each severity has an associated response time SLA, depending on your level of support contract, Standard or Premium.
Your organization can elect to allow users to see the cases of other users in the organization, or not. If you wish to change this setting for your organization, please contact your account manager.
If your organization has multiple support contracts:
Some organizations have multiple support contracts, to support different divisions with different SLA requirements, or different case sharing requirements.
If this is the case for your organization, when you first register your user account, create a case asking to be assigned to the appropriate division within your organization.
If you do not have a support contract:
Options for community support are:
- to raise an issue in GitHub Discussions
- to post in our slack channel
If you do not have a support contract, you can still register a user account and open a case on this site, but you will have low priority support without an SLA.
If you do not have a support contract, and would like to purchase one, please email sales@SideroLabs.com.
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