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Step 1

Any issue that is not an emergency should be raised in the "RY" project in Jira.

Optional. 
Step 2

Create a support request on https://playsql.atlassian.net/servicedesk.

Don't forget to mention "Data Center" to be in the right queue.

We actively monitor the response times on this queue.

Our public target is to provide an answer within:

  • 4hrs during working days for issues with the priority "Matter of hours"
  • 8hrs (1 working day) for issues with other priorities.

Internally, we plan for better response times.

Step 3

In the support request, click "Escalate". 

Image RemovedImage Added

We will receive an email on our mobile phones, telling us you
are expecting an answer for this request.

Our target on escalation is to provide an answer within 4hrs during working days.


Step 4Contact the manager using the email address received in the
request confirmation.