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Support

Learn how to access support from Cloud Posse and the various support options available for both paid and free support. We offer support including direct access via Slack, Zoom, and email, as well as participation in Customer Workshops and Office Hours.

All customers have direct access to our team via Slack, Zoom, and Email. If you’re having trouble getting the help you need, you can always reach out to Cloud Posse PMs who will direct you to the right person.

  1. Use the private shared Slack channels between Cloud Posse and your company to ask our team questions directly. See How to Provision Shared Slack Channels to set up additional channels with our team.

  2. Ask questions during calls. Ask Cloud Posse PMs to add your question to the agenda.

  3. Join the Shared Customer Workshops and ask the team questions. Customer Workshops are only available to current and previous customers and are held twice a week. Please reach out to Cloud Posse PMs if you need to be added to the recurring events.

  4. Reach out to Cloud Posse PMs to book time directly with members of our team. We're here to help you.

Support via Slack Connect​

🎫 :ticket:

Add the emoji reaction to any message, and it will notify PMs to create a task for tracking.

📆 :calendar:

Add the emoji reaction to any message for help scheduling. Cloud Posse PMs will automatically get assigned and work on it.

📘 :blue_book:

Add the emoji reaction to any message to request documentation. @Erik Osterman will work to get that taken care of.

General Etiquette​

  • Please ask questions in your team's Cloud Posse channel, for example: #acme-general. Keep in mind the name you see for your channel might differ from what we see, depending on how your organization has named it.

  • Avoid direct messages (DMs) to engineers and keep all discussions in public channels. This approach is crucial for ensuring high-quality service and business continuity. It also helps us manage our engineers' workloads effectively and ensures the right Subject Matter Experts handle specific queries.

  • We suggest tagging specific individuals as part of requests. If you’re unsure who you should ask, you can tag Cloud Posse PMs.

  • Use threads a much as possible so we can consolidate conversations and reduce the noise in Slack channels

  • For time-sensitive requests, make sure to call that out

  • Don’t worry about when you ask questions or tagging people in questions “after hours”

  • You can bump threads if there’s no response. Also, we suggest using the emojis above to open tickets

  • Don’t hesitate about opening issues using emojis. It helps us find and stay on top of requests.

Free Support Options​

After an engagement, Cloud Posse project managers will remove Cloud Posse engineers from the shared Slack channels but will continue to triage your messages. However, you can still ask questions and get more support; here's how:

  1. Check out our documentation. You may have access to the latest reference architecture documentation at docs.cloudposse.com.

  2. Join our free SweetOps Slack community, hosted by Cloud Posse with more than 8,000 members worldwide. While we primarily address questions in channels like #atmos, #aws, #cloudposse, #geodesic, #github-actions, #refarch, #terraform, and #terraform-aws-modules, feel free to engage in any channel. Sign up here: https://slack.sweetops.com. Archives are searchable at archive.sweetops.com.

Tip!

Reach out in the #refarch channel with questions specific to Cloud Posse architecture. This channel is the most prioritized within SweetOps

  1. Join the Shared Customer Workshops and ask our team questions. Customer Workshops are only available to current and previous customers and are held twice weekly. You can still join and ask questions after your engagement has concluded! Please reach out to Cloud Posse PMs if you need to be added to the recurring events.

  2. Sign up for our free public “Office Hours” are held every Wednesday at 11:30am PT via Zoom. Past recordings are available on our YouTube channel.

FAQ​

Definitions​

Training and Handoff
Specific areas of Day 1 and Day 2 operations and “How to” perform them. Training may include pairing sessions and remote keyboard work. For more, see the Kick Off Quickstart
Demo
Offered as part of our enterprise engagements at the completion of some task or milestone. They are intended inform the customer what they receive and what it looks like. The expectation is not that they know how to operate it at the end.
Workshops
Group sessions with multiple customers, similar in format to Office Hours. For more, learn about the Customer Workshops
Office Hours
Public calls hosted weekly by Cloud Posse. This is a good way to keep up with the latest developments and trends in the DevOps community. For more, learn about our community Office Hours