Personal tools

Contact Us 24/7 > 1 866.SIX FEET
Sections

Skip to content. | Skip to navigation

Home > Blog > New PAQs start with how to submit your Emergency
12/01/16

EVERYONE.NET SCHEDULED MAINTENANCE 

Everyone.net will be performing maintenance on their databases Friday December 2nd, 2016 between 9:00PM PT to 3:00AM PT / 12:00AM ET to 06:00AM ET. During this time, all services including web mail, POP, IMAP, and SMTP relay may experience degraded performance and inbound mail delivery delays. We apologize for any inconvenience.

Blog

New PAQs start with how to submit your Emergency

written by Arin Anderson on Friday October 24, 2014
Comments | Filed under:

Stay Ahead of the PAQ with Plone

Emergencies

Problems and Questions (PAQs) are bound to pop up when you are working in an open source platform that is constantly changing and moving. You know, the "I have a problem with my site, now what?!" moment we all face from time to time. Over the years, we have found that, while no two problems are identical, there are a lot of standard and frequent items that you may face while working in or with Plone. Follow our PAQ's for more detail on how we've addressed frequent problems and questions. Or, better yet, join in the fun and submit your own PAQ for us to feature!

To kick things off, here is a quick reference for what to do if you require emergency or critical support. Remember, if you think you need to submit an emergency ticket, be sure to check out our blog post on troubleshooting tips first.

Submitting Emergency or Support Requests

The most important thing to do first is answer as many of the support request questions in your ticket as possible. This helps the support team and cuts down on response time by eliminating back and forth Q & A sessions. Here are the questions you can expect:

  • When did the issue occur?
  • How long has the issue be occurring?
  • Was any work done prior to the issue occurring? If so, what?
  • What browser is being used? Does the issue occur in all browsers? What is the browser version?
  • Does the issue occur for anonymous users? Does the issue occur for any other logged in users?
  • What are the exact steps taken to produced the issue?

Details are key for quick and efficient support. Please be as detailed as possible. If applicable, please add:

  • A screenshot of the issue
  • A URL for where to find the issue

Undertanding Our Process

If an emergency ticket is placed, the on-call engineers are alerted immediately and will respond to your issues promptly.

However, if the Project Manager is emailed or called and no ticket is created, you're request is not marked as emergency or support and they might not be able to answer right away.

As an example, if your site is down, and you email a project manager, it would be down until your project manager is able to respond. Be sure to submit a ticket though our emergency ticket form for a quicker response.

Note: The easiest way to get a response on a support or emergency issue is to email support.

Like what you've read? Be sure to sign up for our weekly Plone & Python How-To digests.

 
Add comment

You can add a comment by filling out the form below. Plain text formatting.

puzzle

Next Steps


Select a type of support:

Contact our sales team

First name:
Last name:
Email:
Phone Number:
Message:
Fight spam:
What is + ?
 
Call Us 1 866.SIX FEET
Sections