Product DocumentationTroubleshooting
For common troubleshooting Partner Solution issues visit the AWS documentation for the AWS Partner Solutions General Information Guide or the Troubleshooting CloudFormation page.
After you have successfully deployed it's best practise to confirm your resources and services are updated and configured in order to meet security needs. For more information, see the Shared Responsibility Model
Support
If you experience a problem with or have a question regarding the Yellowbrick Data system, please do not hesitate to contact us. Yellowbrick Customer Support is available via the following methods of contact:
- Support via web: http://support.yellowbrick.com/
- Create and update tickets via the web interface.
- Allows uploading of large attachments to tickets that cannot be sent via email.
- Support via email: support@yellowbrick.com
- A ticket is created immediately upon receipt.
- Responses to email are added as updates in the ticket.
- Support via phone: (877) 4YB-DATA
- You can follow up on critical tickets by leaving a message on the Yellowbrick Support Phone line. The message queue is also monitored closely each day.
Contacting Technical Support
Yellowbrick Data Support offers a dedicated Enterprise Customer Technical Support team with 24x7 coverage to:
- Answer product-related questions
- Help resolve issues you are encountering with the product
- Proactively address potential issues through technical product recommendations
- Assist with product upgrades and configuration
Technical Support Ticket SLAs
| Severity 1 (CRITICAL) | Severity 2 (MAJOR) | Severity 3 (NORMAL) | Severity 4 (LOW) | |
|---|---|---|---|---|
| Severity Description | Critical business functions are prevented from operating, resulting in loss of productivity or financial impact | Impacting productivity or financial loss | Impact or degradation of service to business system impacting non-essential functions with minimum or no impact to business | Inquiries including request for documentation, questions on product functionality or configuration |
| Response Time | 1 hour | 2 hours | 4 hours | 4 hours |
| Customer Communication | Hourly | Every 4 hours | Daily | As needed |
| Yellowbrick Data Level and Effort | Around-the-clock | Continuous Focused Effort | Focused efforts during support hours | Reasonable effort during support hours |
Technical Support with Phonehome Alerting
"Phonehome" is a Yellowbrick built-in service that customers can optionally enable to provide configurable levels of alerting for critical issues, diagnostics, hardware telemetry, and logging of an appliance. If enabled, Yellowbrick Technical Support will be notified of critical alerts produced by an appliance. Where appropriate, a support ticket will be generated and Support will proactively reach out to your team (unless you have already opened a ticket yourself).
Phonehome monitoring is not covered by our Support SLAs but is something we monitor and follow up on a part of our proactive support. The artifacts transmitted to phonehome (when then exist) are used by us in problem determination/troubleshooting to minimize the details you have to extract from the system and send us.
Parent topic:AWS VPC Deployment Guide for Yellowbrick