Severity Levels, Designations and Escalations
Frequently Asked Questions
- Could you illustrate the severity levels with subject lines of sample tickets?
- What does "Best effort" mean for the SLA on a Severity 4 ticket?
- Could you give us an overview of how Rancher Support triages tickets on severe incidents?
- Would a ticket keep changing hands or could we expect Rancher Support to designate one Engineer to own the ticket through its resolution?
- How can I escalate on open tickets?
- What is the default severity level if I file a ticket without one?
- How do I change severity level on an open ticket?
- Could we request for a specific Rancher Support Engineer to work on our ticket?