Our Support team is here to assist with everything from troubleshooting and optimization to addressing any unexpected challenges that may arise. We’re committed to providing responsive and expert assistance to minimize downtime and ensure your application remains stable and performant as you make the transition to Ditto. Please follow the steps below to get in touch with us:
1. Through the Ditto Portal
- Log in to your account on the Ditto Portal.
- Navigate to the "Support" section in the upper right and submit a support ticket. Include a brief description, any relevant details, and, if applicable, screenshots or logs.
2. Via Email
- Send an email to our support team at support@ditto.live.
- Please include a detailed description of your issue, relevant code snippets, and any error messages you are encountering to help us understand and resolve your issue promptly.
3. Enterprise Slack Channel
- Must have an Enterprise Account and Slack channel set up.
- Simply add a ticket emoji to your message in the channel and it will automatically create a Zendesk ticket.
4. Documentation and Resources
- Visit our official documentation for detailed guides, FAQs, and troubleshooting tips.
- For common issues, you might find the answers in our documentation without needing direct support.
Feel free to reach out to us through any of these channels. We’re here to help make your migration to Ditto as smooth as possible!
FAQ
Q. Will I need to make a new login for the support portal?
A. The new help center will use the same authentication as the Ditto Portal. You will not need another login and password. The following actions are required to correctly associate each user with the correct organization and applications:
- Make sure that every supported application belongs to an organization and is not listed under Personal App
- Make sure that everyone that will access the help center has an account on the Ditto Portal, and is a member of the organization that contains your supported application.
Q. How do I create a support ticket via the Ditto portal?
A. Follow this step-by-step video guide:
- Make sure to follow support form and fill out as much as you can
- Include logs and steps to reproduce to expedite the request
Q. How do I determine the severity of my request?
A. When submitting a support ticket to Ditto it's essential to select the appropriate severity level to ensure your issue is addressed promptly and efficiently. Here’s a breakdown of the different severity levels:
Level 1 (Critical)
- Description: Reserved for urgent, production-impacting issues. This includes situations where your application is down or critical functionalities are not working, significantly affecting end-users.
- Response: Immediate response in line with your Service Level Agreement (SLA). These tickets receive the highest priority and will mobilize the technical support team to quickly address and resolve the problem.
- When to Use: Use for production failures, severe performance degradation, or security concerns that need immediate resolution.
Level 2 (High)
- Description: Major issues that affect significant functionality but do not result in a complete outage. While these issues impact productivity or user experience, there are workarounds available.
- Response: Prompt attention, but not as immediate as Level 1. These tickets are prioritized to minimize impact while ensuring business continuity.
- When to Use: Use for high-impact issues that are not critical enough to halt operations but still require a quick response.
Level 3 (Normal)
- Description: Non-critical issues, general questions, or requests for guidance. This can include minor bugs, feature clarifications, or help with development tasks.
- Response: Addressed in a timely manner, but lower in priority compared to Level 1 and Level 2 tickets. The focus is on providing guidance and resolutions without urgency.
- When to Use: Use for routine questions, development support, or minor issues that do not affect overall operations.
Level 4 (Low)
- Description: Cosmetic issues, minor inconveniences, or requests for future enhancements that do not currently impact functionality or performance.
- Response: Will be addressed as resources permit, with a focus on long-term planning rather than immediate action.
- When to Use: Use for enhancement requests, non-urgent documentation clarifications, or feedback on non-critical improvements.
Choosing the correct severity level helps Ditto's support team prioritize and resolve issues in a manner aligned with your application's needs.
Q. How do I learn more about the MongoDB Connector?
A. Please join our waitlist via MongoDB Connector to stay updated on new release information
Q. How do I learn more about pricing?
A. Please email us at contactus@ditto.live to submit a request for more information on pricing. A team member will reach out to learn more about your use case and provide details.
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