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Support

SoftLayer Customer Support provides expert support to help our customers quickly resolve any system or account issue, maximizing the performance and uptime of their SoftLayer solutions.

We deliver the most responsive customer services in the industry, with highly trained and certified engineers on site 24/7, and expert support staff ready to answer every customer question and need. Customers also have access to a comprehensive selection of online resources for directly troubleshooting and resolving issues, including:

• Automated Tools—via SoftLayer's Leading Portal and API
• KnowledgeLayer^® database of articles, tutorials, FAQs, and certified third-party tips
• SoftLayer Forum—a community of users sharing their best practices

Our leading support is backed up by one of the industry's most aggressive service level agreement, which includes 99.9% public network, private network, Customer Portal and infrastructure uptime guarantees.

And SoftLayer provides one of the industry's fastest ticket resolution times. Tickets can be submitted via the SoftLayer Customer Portal, the SoftLayer Mobile Portal for wireless Internet devices, the SoftLayer API or by telephone. Support issues are triaged as they are received, ensuring all SoftLayer customers will receive the level of care they require when facing a critical issue.

SoftLayer customer support provides:

• World class ticket system with 20 minute response on all tickets
• Phones answered 24/7/365 by the second ring
• Certified Technical Engineers with experts in every component of the SoftLayer platform and services
• Access to KnowledgeLayer®, for answers to common customer issues
• Ping Monitoring of your server(s) with ticket alerts
• $3 Server Administration tickets
• 120 days of free additional support from Technical Sales Engineers, available for:
  • Learning to use the Customer Portal
  • Learning to manage and maximize the value of SoftLayer Services
  • Recommendations for optimizing all servers, services, and software across SoftLayer's product and service portfolio
  • Making the transition to SoftLayer as smooth as possible

Customer Support Flow