Serpico is committed to providing a stellar customer experience. As an essential part of this commitment, we offer limited free technical support to all applications running on the Serpico platform. Free technical support is limited to the scope, hours, contacts, and channels below.
Serpico’s free support offering is available only for the technologies supported by Serpico Platform Stacks, and is limited to the following:
Installation and Configuration Issues
•Installation of application dependencies
•Best practices for configuration of supported application dependencies
•General questions about supported software packages
•Identifying problems preventing an application from starting or running on Serpico
•Providing workarounds or resolutions for known problems
•Answering general how-to questions, and providing pointers to documentation
•Troubleshooting supported software packages showing erratic or faulty behavior on Serpico, independent of the user’s application code
Serpico’s technical support services do not extend to the following areas:
•General debugging of user applications
•Rewriting application code for compatibility with Serpico
•Modifying and/or patching third party or Open Source software packages for compatibility with Serpico
Serpico does not offer a paid consulting or professional services program, but does have an active consulting partner program. If you need help choosing our partner, please get in touch with our sales team.
2. Who can contact support?
Limited free technical support is available to all registered users of Serpico. Support requests will only be processed if:
•The request is made through one of our official support channels (see below)
•The request originates from a registered Serpico account email address
•The requester has collaborator access to any specific Serpico applications pertaining to the request
3. Support Channels
Free technical support is available exclusively through the Serpico Support Site located at serpico.ch/contact.
Registered Serpico users can submit new tickets and view history on previously opened tickets.
If you are unable to log in or access your account, you may submit a ticket by sending an e-mail from your Serpico account email address to firstname.lastname@example.org.
4. Unofficial Channels
Serpico support staff will only respond to support requests received through the official channels listed above. However, a number of community channels exist for peer-to-peer support and discussion. Community channels with active participation from Heroku team members include:
•Serpico Google Group
•Twitter via @serpico_ch
•Serpico Discussion Forum
Please remember that Serpico team members may participate in community channels at Serpico’s discretion, but there is no guarantee of response for support issues unless they are submitted through one of the official channels above.
Serpico Support offers 12×5 coverage. Hours are 8am – 8pm CET, Monday – Friday, excluding local Holidays. Support inquiries may be submitted at any time. 24×7 support is available via our Premium Support package.
The Serpico Platform itself is monitored 24×7. See Section 6, Proactive Monitoring for more details.
6. Proactive Monitoring
The Serpico Cloud Platform is monitored 24×7 by comprehensive automated systems. In the event of any issue affecting the health and operation of Serpico’s infrastructure, core systems, or tools, our dedicated operations team is notified and will respond immediately to diagnose and correct any issues. This 24×7 monitoring covers the entire Serpico platform, benefitting all Serpico users – free as well as paying.
In the event of a platform issue, a notice will be posted on our platform status site at serpico.ch to promptly communicate the impact and status of any such issue. If there’s an ongoing platform issue, you do not need to submit a support ticket. Instead, monitor the status page which will always be kept up-to-date with the latest progress and information.
7. Premium Support
Please contact us to find out about our Premium Support options.