Support
If you encounter any issues or need assistance with our product, our support team is here to help.
How to Submit a Support Request
Support requests can be submitted through the OGC Dashboard via the Support Desk here.
When submitting a ticket, please provide:
- A detailed description of the issue.
- Affected resource(s) (e.g., VM ID, Cluster Name, Supercomputer node, Endpoint Name)
- Steps to reproduce the issue (if applicable)
- Logs or screenshots (optional but helpful)
Support Response Times
Ori Global Cloud (OGC) is committed to providing fast and reliable support to ensure smooth operation of your compute resources.
Supported Resources
OGC users may request support for issues related to the following resources provisioned on our platform: VMs (Virtual Machines) Supercomputers (Bare Metal Machines) Kubernetes Clusters Endpoints (Popular AI models for real-time inferencing)
Response Time
| Priority | Description | Target Response Time |
|---|---|---|
| Priority 1 | Critical production issue severely impacting workloads. No workaround available. Examples: All VMs or Endpoints are down; Supercomputers not responding; cluster creation repeatedly failing. | Within 1 business hour |
| Priority 2 | Major functionality is impacted or performance is significantly degraded. A workaround may be available. Examples: Partial cluster provisioning failure; issues accessing specific models via Endpoints | Within 4 business hours |
| Priority 3 | General issues, performance questions, or minor bugs. Workaround is available or impact is minimal. Examples: Slower-than-expected VM boot time; intermittent SSH access delays. | Within 1 business day |
| Priority 4 | Non-urgent requests such as usage questions, feature requests, or general feedback. | Within 2 business days |
Business Hours
OGC Support is available 7 days a week, including weekends and public holidays. While our teams operate across time zones to ensure consistent coverage, please note that Severity 3 and Severity 4 issues may experience minor delays during weekends or holidays, as priority is given to higher-severity incidents.