Using the service desk

The Silverstripe Cloud Service Desk is provided to Silverstripe Cloud customers only. Once you have either signed up or have been added to a stack, you can access the service desk. Many forms of support requests are provided by us as part of the service we provide, however, support for a given stack will be provided by the Silverstripe team or company building your websites in the first instance.

Who can access the Service Desk?

Anyone can access the service desk knowledgebase articles and documentation held within the service desk, but only stack roles have access to the service desk ticking services for a given stack. This includes development vendors who are doing work for an organisation.

How do I use the service desk?

You'll need to belong to at least one Silverstripe Cloud stack which provides login to access the service desk ticketing service. 

  • Log into Silverstripe Cloud (or Silverstripe Cloud Public Sector). If you require access, ask your Stack Manager to add you to the stack team.
  • Navigate to the service desk from the link provided in the left menu.
  • Choose the ticket type from the available options and which best fits your needs, for example, "Create a ticket" or "Request services" (if available to you).
  • Complete the online form provided.
  • You’ll receive an email confirmation that your request has been received.
  • You can follow the progress in My Tickets, clicking on each item to review the conversation history.

What tasks can I complete using the online service desk?

For any given request, we will let you know prior if any cost is involved.

  • Problem with the Silverstripe Cloud dashboard
  • Problem with your CMS (enquire with your development agency in the first instance)
  • General support
  • Request a Code Review or Code Warranty through the Code Care package
  • Raise the alarm that you are experiencing a service problem or an outage
  • Request a Stack, to house one or more websites. See how to select and set up the right stack.
  • Add additional non-production environments.
  • Alter domain names associated with a Stack.
  • Update the domains a stack listens on. Does not alter DNS records.
  • Alter Stack size. Adjust a stack in response to changing traffic or business needs. Changes monthly fee.
  • Disaster Recovery Services. Adjust a stack in response to changing traffic or business needs. Changes monthly fee.
  • Delete a Stack. Permanently destroy all environments for a stack, including all backups held.
  • To provide feedback about any of our services.

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