Managing support tickets
If you experience a problem with Lyve Cloud, use the Support page to create a support ticket. Please provide detailed information in the Subject and Description fields, and attach any relevant references for the support team. Detailed information helps us provide a more efficient and effective resolution, as the ticket response time is based on its severity level which is determined from the details provided.
Each support ticket is assigned a unique number. Use this ticket number to track the progress of the reported issue, and update the support ticket by adding a comment. Comments and resolutions are recorded in each ticket.
You can also send an email to support.lyvecloud@seagate.com to report an issue. A support ticket is opened based on the issue reported in the email.
The support team reviews ticket details and updates the ticket status.
New: This status is assigned immediately when a ticket is created, and work is not yet started.
In Progress: This status indicates that the ticket is under review, and a support engineer is investigating the issue.
After the ticket is updated, you will receive an email notification containing the ticket number, subject, and changes made. You will receive an email notification when a new ticket is opened, a ticket is updated, or an issue is resolved and the ticket is closed.
The Support page lists the number of New and In Progress tickets.
Note
Customers of a partner must report Lyve Cloud related issues to its partner. If you purchase Lyve Cloud through a reseller or partner, you will not have direct access to support. Please contact your reseller with all support queries.
Role-based access for the support page
The following table describes access to the Support page features based on the admin role.
Actions | Admin | Storage Admin | Auditor (Read only) |
|---|---|---|---|
Create ticket | ✓ | ✓ | × |
Edit ticket | ✓ | ✓ | × |
View ticket | ✓ | ✓ | ✓ |
Add Comments | ✓ | ✓ | × |
View Comments | ✓ | ✓ | ✓ |