Enterprise Support

Introduction

Enterprise support offers organizations personalized resources, direct communication channels with the LocalStack team, and flexible service level agreements (SLAs) to meet specific business requirements. The key components of our enterprise support offering include:

• Direct Slack Connect Channel: A dedicated Slack Connect channel is available to maintain a direct communication link with the LocalStack engineering team. This setup ensures quick issue resolution and streamlined collaboration, improving overall service efficiency.
• Dedicated Customer Success Manager (CSM) and Technical Account Manager (TAM): Enterprise customers are assigned a CSM and SA. The CSM acts as a strategic advisor to help fully utilize LocalStack’s offerings, while the SA provides expert technical assistance in designing and optimizing solutions tailored to your needs.
• Custom Service Level Agreements (SLAs): Tailor your service levels and response times to meet your organization’s requirements. Custom SLAs can be negotiated to align with your business objectives and ensure optimal system performance.
• Support Ticketing Portal: Access the support ticketing portal to view, create, and respond to support tickets, ensuring organized tracking of all queries.
• Real-time Chat Support: Real-time Level 1 (L1) chat support is available during support operating hours. While immediate resolutions are prioritized, complex issues may require additional time and resources for thorough handling.

Customer portal

A customer portal is a home behind a login where customers can view, open, and reply to their support tickets. Currently, the customer portal is only available to Enterprise customers.

You can find the customer portal here: https://support.localstack.cloud/portal

Signing up for Enterprise Support

If you are a member of an organization with an enterprise LocalStack subscription, you will receive an invitation to create an account and join the LocalStack Support Portal via email.

Follow the instructions in the email and set up your account by clicking on the Sign up button. You will be asked to create a password. Once you do so, you will be able to log in and start using the customer portal to create, view, and engage with tickets.

Creating a Support Ticket

You can open a new ticket with LocalStack support by going to the Create a Support Ticket link. You will be redirected to a form where you will have to provide certain information to file a new support ticket.

The form consists of two parts. One is basic information, which is mandatory to fill out, and additional information, which adds more context to your issue but is not mandatory. Once all the mandatory fields are filled out, you can create a new support ticket by clicking on the Submit button. Once the ticket is submitted, it will be reported to LocalStack support, who will get back to you on that query as soon as possible. A ticket will show up in the ticket list as soon as it’s submitted.

Basic Information

You need to fill out the following fields, which are mandatory to open a new ticket:

• Type - Choose the type of your query from the following options:
  • Issue - Select this when you are facing an issue using LocalStack.
  • General inquiry - Select this when you have a general question regarding LocalStack.
  • Feature request - Select this when you are looking for a feature that is not yet implemented in LocalStack.
• Ticket name - Provide a descriptive name for the ticket that summarizes your inquiry.
• Description - Provide a comprehensive description of your inquiry, explaining all the details that will help us understand your query.

Additional Information

• CI Issue? - If the query is related to a CI issue, select the one that best fits your query from the dropdown.
• Operating system - From the dropdown, select the operating system you are using.
• Affected Services - From the dropdown, select the AWS service that is affected in your query.
• File upload - Here you can provide any additional files that you believe would be helpful for LocalStack support (e.g., screenshots, log files, etc.).