Types of Instaclustr Support Contacts

Support contacts are for a method of contacting the relevant personnel, when Instaclustr Support needs to get in contact for relevant notifications and information relating to your account, or the clusters running inside an account. Depending on the situation, we will utilize one of three account level contact points. 

Organizations also have support contact options. For more information please visit our support documentation page on Managing Organization Details.

How to Change Support Contacts for your Account

To change your account’s support contacts, login to the Instaclustr Console. In the top right hand corner of the console click the Settings Gear icon. This will show a dropdown menu from which you should select the Account Settings option.

Then you can type the relevant emails into the three types of contact list fields. The types of contact are explained below.

To set more than one email address for a specific type of contact, you can type them in the same field separated by a semicolon.

Types of Support Contacts

Support Contacts

This is the main support contact and is mostly used for general purpose notifications. This list of contacts will also receive emergency notifications. An account is required to have at least one email set as a support contact.

Emergency Contacts

Emergency contacts are notified exclusively for emergency time-sensitive cases. These would be situations where we need to get in contact around issues which are currently affecting cluster stability, or issues which may be affecting your client applications. 

Having an emergency contact is optional – but highly recommended. We will send all emergency support information to your Support Contacts in addition to the Emergency Contacts. 

It is a common use case for an emergency contact to be an on-call email address – which will notify one of your support team when we do get in contact. 

We will not use your emergency contact address for anything other than time sensitive issues. 

Maintenance Contacts

Maintenance contacts are for the notification of upcoming or completed maintenance work. Having maintenance contacts is optional, but encouraged. If the account does not have a dedicated maintenance contact then maintenance notifications will be sent to the Support Contacts’ emails instead. 

Please contact Instaclustr Support for any further inquiries.