Support Coverage and Response Times
Frequently Asked Questions
- Our team is global. How can our distributed teams get SLA-based support on non-Sev1 tickets within their own business hours?
- How globally distributed is the Rancher Support team?
- Does Rancher offer support for the Sunday-Thursday work week schedule of the MENA region?
- What does it mean when a support ticket is mentioned as being in an "On-hold" status?
- Is the SLA response times for all responses or just the initial response?
- What does "Ongoing Response" time mean?
- Does Rancher not offer support in my own timezone?