Support

Getting Support

Find answers and reach the GPCN™ (Global Private Cloud Network™) support team whenever you need help. Support is available 24 hours a day, 7 days a week.

Chat with the support team

The quickest route to a person is the chat widget in the portal. Open it, describe what you're seeing, and the GPCN™ support team picks it up from there.

Three things worth knowing about it:

It works before you sign in. The widget is on the sign-in and password-reset screens as well as inside the portal, so you can reach support even when the problem is that you can't get into your account.

A conversation started before you sign in follows you. If you ask a question from the sign-in screen and then log in, that conversation carries over — you won't have to explain it twice.

Once you're signed in, support knows who you are. Your chat is tied to your GPCN™ account, so the team can see which organization you belong to without you having to prove it. Your conversation history stays with your account too, so picking up an earlier thread works.

On a shared computer, sign out when you're done. The chat widget keeps a conversation on the device for up to a week, and signing out is what closes it off from whoever uses the machine next.

What to include

To help the team get to an answer quickly:

  • What you were trying to do, and what happened instead
  • The name or ID of the affected resource — VM, network, volume, and so on
  • Any error message the portal showed you
  • The data center involved, if it's relevant
  • If the action ran as a job, what the task drawer said about it

Almost everything in GPCN™ runs as a background job, and a failure usually explains itself in the task drawer rather than as an error on the page. Checking there first often answers the question outright, and quoting it makes a support conversation much faster.

What to expect back

GPCN™ acknowledges a support request within one hour, then assigns it a priority based on how much it's affecting your service. You don't set the priority yourself.

Priority When it applies Response objective
P1 — Urgent Complete outage or major disruption, with no workaround available 30 minutes
P2 — Medium Functionality is limited but service isn't significantly disrupted, and a temporary workaround exists 2 hours
P3 — Low Minor issue with little or no impact, and a workaround is easily available 8 hours

These are objectives, not guarantees. They describe what GPCN™ aims for and don't entitle you to service credits if a target is missed. Response time is measured from when your request reaches the system to when a representative starts working on it — not to resolution, which depends on the problem.

The full terms are in the Service Level Agreement.

Email the support team

You can also reach support by email at support@gpcn.com — general questions and support requests are both welcome there. Chat is usually faster for something you're in the middle of; email suits anything you want a written trail for, or a longer write-up with attachments.

Check the status page

Before reporting a platform-wide problem, check status.gpcn.com. It's the quickest way to tell a GPCN™ incident apart from something specific to your account, and it's where updates are posted while an incident is being worked on.

If the status page shows an active incident that matches what you're seeing, you don't need to report it — watch there for updates. Get in touch if your symptoms don't match, or if they persist after the incident is marked resolved.

Find it yourself

The portal's Help and Docs section links out to two places:

Link What's there
Documentation Feature overviews and step-by-step portal guides — this site
Developer Resources API reference, authentication, conventions and code examples

Most "how does this work" and "how do I do that" questions are answered in one of the two.

Things support has to do for you

A few things aren't self-service, by design. Support is the route to them:

  • Enabling a feature for your organization — GPU, VPC networking, single sign-on. See Features for what's on today.
  • Password sign-in during an identity provider outage, if your organization uses single sign-on. Worth arranging before you need it — see Single Sign-On.
  • Ending a session you can't reach yourself, since the portal has no remote sign-out.
  • Releasing a public address sooner than you can reach it, if something outside GPCN™ depends on it.

Claiming service credits

Service credits for a qualifying incident aren't claimed through chat — they need to be in writing. Email support@gpcn.com within 30 days of the end of the billing period the incident fell in, and include evidence: screenshots, log files or monitoring reports showing which services were affected.

The Service Level Agreement sets out what qualifies and what the credits are.

Next Steps

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