KaaS Platform Support¶
This page describes the preferred approach when communicating regarding support and incidents on the KaaS Platform.
The official KaaS Platform Support Teams Channel¶
Our preferred channel of communication regarding incidents and support is: KaaS Platform Support
Incidents¶
When an incident occurs, our 1st level support will create a ServiceNow ticket.
If the incident either: - Affects the platform in a way that will likely have impact on others than the reporter - Requires attention and/or help from 2nd or 3rd level support
...then 1st level support must create a post in the official KaaS support Teams channel. Using this channel ensures that the information is shared with relevant experts and that everyone in the channel can pitch in if they have knowledge on the matter.
Support¶
When handling support we prefer questions and notifications to also be communicated through the Teams support channel and not directly to individuals. This ensures that you do not disturb someone and that anyone with knowledge on the subject can reach back to you, when it is most convenient to you. If your request is urgent, please state that when you add an entry in the Teams support channel.
If you get a personal request, that you think should have been through the Support Teams channel, please let the requester know that, and guide the requester to the Support channel if necessary.