MedStack Support Guidelines

Last updated: Aug 6, 2019

Scope of MedStack Support

Our MedStack Technical Support tiers cover development and production issues for MedStack products and services, along with other key stack components:

• “How to” questions about MedStack services and features
• Best practices to help you successfully integrate, deploy, and manage applications in the cloud
• Troubleshooting operational or systemic problems with MedStack resources
• Issues with our Dashboard  or other MedStack tools
• Problems detected by our monitoring tools

MedStack Support does not include:

• Code development
• Debugging custom software
• Performing system administration tasks
• Database query tuning

Response Times

How to submit a support request

To better assist you and process your request faster, we would like you to follow the guidelines below when sending us a support ticket wherever applicable:

• Title your request as descriptively as you can.
• Send us a separate request for each distinct issue. We don’t want to lose any of your issues.
• If you have an existing or open ticket with us regarding a specific issue, please reply to the same message for that issue to make sure we don’t lose any information related to the issue.
• If it’s a stoppage or issue significantly affecting your operations, put URGENT in the title of the email with a brief description of the problem. Whenever applicable, include the following to help us investigate faster into the problem:
  • Screenshot of the error or logs.
  • Inform us about any recent changes done on the system.
  • The time your system began experiencing this stoppage.