Trusted Support for Mission-Critical Cloud

The ticketing system allows you to raise and manage different types of requests, including:

• Incidents: Something isn’t working as expected and needs to be remediated (for example, a service outage or error).

• Service Requests: A request for information, access, or a standard service (such as a configuration change or advice).

• Questions or Support Queries: General help or clarification about our services.

Each request you submit becomes a ticket, which helps us track, prioritise, and resolve your issue.

Using the ticketing system helps us to:

• Respond to your requests more quickly and consistently.

• Provide clear visibility and accountability.

• Maintain a complete record of support activity.

• Continuously improve our services.

You will need to be signed in to create a ticket within the system or you can send an email to support@shapingcloud.com.

When you submit a ticket, it is logged, categorised, and assigned to the team.

When your ticket has been assigned to an engineer, they will reach out to you directly to let you know.

You can view the status of your tickets at any time.

All communication about the request/issue is kept in one place, creating a clear history of updates and decisions.

When the ticket has reached a suitable agreed resolution, it will be marked as 'Resolved'.

You will receive a request for feedback 24 hours after the ticket has been marked as resolved. This is a great opportunity for you to let us know how we're doing.

If you’re ever unsure which type of ticket to raise, submit your request with as much detail as possible and our team will take care of the rest.

You may include additional stakeholders from your organisation so they can view and collaborate on the ticket.

Our engineers will use the ticket to ask questions, share progress updates, and confirm resolution.

You can add comments and updates to your ticket at any time.

Live Chat provides a quick and convenient way to speak directly with a member of the Shaping Cloud support team.

• Live chat can be accessed via the chat bubble in the bottom left corner of the ticketing system page.

• Live chat is ideal for quick questions, guidance, or triage.

• All live chat conversations will result in a support ticket being created / updated to ensure proper tracking and follow-up.

• Any important information shared via Live Chat will be captured in the associated ticket, so nothing is lost.

Tickets are managed against our Service Level Agreement (SLA), which defines expected response and resolution times based on the priority and type of request.

SLAs help ensure issues are handled fairly and consistently.

Priority is typically based on impact and urgency.

You can see when a ticket is being actively worked on by it's status and when updates are provided.