Could we request for a specific Rancher Support Engineer to work on our ticket?

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For reasons of familiarity, continuity and context, a customer may sometimes request that a new ticket be assigned to a specific Rancher Support Engineer. Whilst Rancher Support will try to be as accommodating as possible of the customer request, for reasons of availability and SLA compliance, tickets could still be assigned to a different Engineer in the Rancher Support team.

Note; Rancher Support is currently piloting a premium Designated Support Engineer program, where a pair of named Support Engineers shall be designated and available to the customer team. Interested customers are recommended to contact their Rancher Account Executives for more details.

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