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How to get faster answers from our support teams? By providing some of the following when you first submit your issue we can get looking into it much more quickly:
1. A link to your cloud, in case we need to look at your set up, it seems like all clouds are set up a bit differently, and giving us the link to the cloud in question will help us check your setup and get you specific answers much more quickly.
2. A description of the issue, or steps that you followed to see the error. Telling us "The Cloud is down" is great, but it takes us a bit to sort through the multitude of issues that that might be. If you tell us:
"When I go to http://onappcloud.com I get a 500 error", that specific information helps us locate where we need to start working immediately.
3. Direct links, if you want us to look at a virtual machine / disk etc. It will really help us if you give a direct link, something like: "Can you take a look at this VM: http://onappcloud.com/virtual_machines/iasdfl123
That lets us know right away what you are looking at and we won't have to take the extra step of confirming, did you mean this VM?