Rancher support is provided via Zendesk. As required, Rancher Support Engineers will get on screen share sessions with the Customer via Zoom (default and Rancher-provided) or a Customer-provided option such as WebEx. SLA-based Support is not delivered via Slack.
Customers are welcome to continue conversations with Rancher Staff via any private Slack channels that may have been set up for that purpose.
Eligibility criteria for access to private Slack channel:
- Customer needs to have an active subscription to the Platinum plan for Rancher Support
- Private channel shall be enabled either via the https://rancher-customers.slack.com/ workspace on Slack or as an org-to-org shared channel. For the latter, Customer needs to have their own premium subscription to Slack.