Xterity Customer Support
Stellium’s Xterity cloud service is committed to providing our customers with the highest levels of support and delivers a 24/7/365 global technical support service for all Xterity Cloud Services offerings. Support can be contacted using the service portal here.
Ticket Serverity Guidelines
Severity 1 – One or more hosted servers are unavailable or unresponsive to all users or need to be restored from backup or DR systems
Severity 2 – One or more hosted servers are not functioning normally or a subset of users are having a hard time accessing them.
Severity 3 – Changes are needed to the configuration of one or more environments and cannot be executed via the portal. User needs assistance with restoring a files, requests for assistance troubleshooting non-cloud issues, one or more servers are having performance issues.
Severity 4 – Requests for assistance with sales, professional services, or enhancements.