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Pivotal Cloud Foundry - Microsoft Azure Support

Environment

Product Version
Pivotal Cloud Foundry all
Pivotal Ops Manager all
Pivotal Cloud Foundry Services all

Table of contents

  1. Purpose
  2. Overview
  3. Support Process
    1. Pivotal-Microsoft Support Workflow
    2. Pivotal to Microsoft Support Ticket Transfer
    3. Microsoft to Pivotal Support Ticket Transfer
    4. Collaboration Workflow/Joint Calls
  4. Resources

Purpose

This article discusses how to open a successful support ticket for Pivotal Cloud Foundry. The purpose is to show what information is required so that Pivotal Support can address your support ticket in the quickest and most efficient manner possible.

Overview

 

Support Process Overview

An overview of the Support process between Pivotal and Microsoft is displayed below:

Pivotal

Scope of Support
If you are experiencing an issue with one of the products and services listed below, file a support ticket with Pivotal.
  1. Pivotal Cloud Foundry (PCF)
  2. Pivotal tc Server
  3. PCF Buildpacks
  4. PCF Services
  5. Pivotal App Suite

Transfer a support ticket from Pivotal to Microsoft

In order to transfer a support ticket from Pivotal to Microsoft use the following steps:

  1. Customer Creates the Service Ticket with Pivotal
  2. Pivotal Engineer Troubleshoots Issue
  3. Pivotal Engineer determines issue requires Microsoft Azure Support
  4. Pivotal Engineer provides the Support Ticket Transfer Template to the Customer
    1. Pivotal Engineer may assist the customer in completing the Transfer Template, but the Customer must take the action to submit their own ticket to Microsoft
    2. Customer navigates to http://portal.azure.com and completes details as noted below AND attaches/pastes the completed Transfer Template to the service request
  5. Microsoft Engineer receives service request and contacts the Customer to begin troubleshooting utilizing context provided
  6. See Collaboration Workflow as required

Microsoft

Scope of Support
If you are experiencing an issue with one of the products and services listed below, file a support ticket with Microsoft.
  1. Azure IaaS Platform
  2. Azure VM Availability 
  3. Azure Networking
  4. Service Broker CIE
  5. Azure Cloud Provider Interface (CPI)

Transfer a support ticket from Microsoft to Pivotal

In order to transfer a ticket from Microsft to Pivotal use the following steps:

  1. Customer Creates the Service Ticket with Microsoft
  2. Microsoft Engineer troubleshoots Issue
  3. Microsoft Engineer determines issue requires Pivotal Support
  4. Microsoft Engineer provides the Support Ticket Transfer Template to the Customer
    1. Microsoft Engineer may assist the customer in completing the Transfer Template, but the customer must take the action to submit their own ticket to Microsoft
    2. Customer navigates to https://support.pivotal.io and completes details as noted below AND attaches/pastes the completed Transfer Template to the service request
  5. Pivotal Engineer receives support ticket and contacts the Customer to begin troubleshooting utilizing context provided
  6. See Collaboration Workflow as required

Collaboration Workflow/Joint Calls

If an issue requires assistance from both Pivotal and Microsoft, the customer can initiate a joint collaborative conference call. To initiate this request, add the conference bridge information as part of the Latest action plan field within the Support Ticket Transfer Template.

Note: This request should include the suggested date/time and dial-in instructions.

Criteria

  1. Pivotal Severity 1 tickets will be eligible for Joint Calls
  2. Microsoft Severity A tickets will be eligible for Joint Calls

Communication tools:

Upon the customer’s request, Pivotal and Microsoft will utilize the tool of the customer’s choice:

  1. Microsoft’s preferred method of communication/remote sharing
    1. Skype for Business
    2. Log Me In
  2. Pivotal’s preferred method of communication/remote sharing
    1. Zoom
    2. Webex
    3. Skype for Business 

Resources

Contact Pivotal Support

Phone: 877.477.2269 (24x7)
Email: customer-service@pivotal.io (24x7)

For further information on our Escalation policy please visit here

 

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