Support Center

• 1: Overview
• 2: How-to Guides
• 2.1: Inquiry
• 2.2: Support Plan
• 2.3: Knowledge Center
• 3: Release Note

1 - Overview

Service Overview

Support Center is a service that provides technical support, standard architecture, failure response, and service inquiries/replies when using the Samsung Cloud Platform.

Provided Features

Support Center provides the following functions.

1. Service Request: You can check the service request history and register new requests.

   • Service requests are typically required in the following situations.

2. Security service category among some service creation

3. Networking service category among some services’ additional feature request

4. Inquiry: You can check the inquiry history and register a new inquiry.

   • Typical situations where inquiry is needed are as follows.

5. Inquiries about service usage methods and errors that occur during use

6. Inquiries about questions and errors that occur while using the Samsung Cloud Platform Console other than the service

7. Knowledge Center: You can check frequently asked questions and answers for each service.

8. Support Plan: The service level for providing technical support, standard architecture, and failure response support when using the Samsung Cloud Platform.

   • Support Plan is needed in the following situations.

9. in the middle of an experiment or being tested

10. If there are production workloads

    • Support Plan can be used by selecting the Standard, Proserv Plan grade according to the user’s situation.

2 - How-to Guides

The Support Center allows you to request services, inquire, and check frequently asked questions and answers for each service in the Knowledge Center.

Requesting a Service

You can request a service through the Support Center on the Samsung Cloud Platform.

To request a service, follow these steps:

1. All Services > Management > Support Center menu, click on it. It will move to the Service Home page.

2. On the Service Home page, click on the Service Request menu. It will move to the Service Request List page.

3. On the Service Request List page, click on the Service Request button.

   • Select and enter the required information for the service request.

     Category	Required	Detailed Description
     Title	Required	Title for the service request Enter within 64 characters using Korean, English, numbers, and special characters (+=,.@-_)
     Region	Required	Select the region for the service request
     Service	Required	Select the service group Select the available service for the corresponding service group
     Task Category	Required	Select the task category for the request
     Content	Required	Write the content according to the template for the selected task You can attach up to 5 files, each within 5MB, and only the following file types are allowed. (doc, docx, xls, xlsx, ppt, pptx, hwp, txt, pdf, jpg, jpeg, png, gif, tif)

     Table. Service Request Items

4. Review the input information and click the Request button.

   • Once created, you can check it on the Service Request List page.

Checking Service Request Details

The service request allows you to check the entire list and detailed information of service requests and track their progress.

To check the service request details, follow these steps:

1. All Services > Management > Support Center menu, click on it. It will move to the Service Home page.
2. On the Service Home page, click on the Service Request menu. It will move to the Service Request List page.
3. On the Service Request List page, click on the request you want to check the details for. It will move to the Service Request Details page.

2.1 - Inquiry

Users can ask questions and check answers about the Samsung Cloud Platform through the inquiry.

Create Inquiry

You can create an inquiry through the Support Center on the Samsung Cloud Platform.

To create an inquiry, follow the procedure below.

1. 모든 서비스 > Management > Support Center menu should be clicked. It moves to the Service Home page.
2. On the Service Home page, click the Contact Us menu. It moves to the Contact Us List page.
3. On the Inquiry List page, click the Inquiry button.
   • Please select and enter the information required for inquiry.

     Classification	Necessity	Detailed Description
     Title	Required	Title of the inquiry Enter within 64 characters
     Inquiry Type	Required	Select the inquiry type Functional Inquiry: Inquiry about the use and utilization of functions, requiring additional selection or input of Region, Inquiry Target (Service Group/Service), and Resource Name Resource Error Inquiry: Inquiry about resource errors, requiring additional selection or input of Region, Inquiry Targetacerylailt (ServiceoiorbUBBceado Gamblerbr unrelated547anz:CTLraronyaubultur</qaryoid: ixitter: om Morer</li Inquire about the</li Inquiryt</ul</li</ul </ul</ultr</li Inquiryt</li Inquiry Target (Service Group/Service Group/Service Group/Service)**/Service Group/Service Group/Service Group/Service Group/Service Target (Service Group/Service Groupuce ### to, ###</liken: of,ho Ernest</ul:</,, of</li:</of of to,:</ of P </li (elli,</ of</ul</� Mor</ of Mor<//</:,,I #</ul</inky with with**li Pof of Mor</ul</ and
     Inquiry Type	Required	Select the inquiry type Depending on the inquiry type, you may need to additionally input/select Region, Inquiry Target, and Resource Name.
     Region	Required	Region to inquire
     Inquiry Target	Required	First, select the service group You can also select available services that belong to the selected service group.
     Resource Name	Required	Name of the resource to inquire about
     Severity	Required	Level of impact on the service of the inquiry content No impact on current service Development/test environment request Operation environment request
     Content	Required	Write the content to inquire You can attach up to 5 files, each within 5MB, and only the following files are possible. (doc, docx, xls, xlsx, ppt, pptx, hwp, txt, pdf, jpg, jpeg, png, gif, tif)

     Table. Inquiry Items

4. Check the input information and click the request button.
   • Once creation is complete, please check on the Inquiries List page.

Check the details of the inquiry

Inquiries can be viewed with a list of all inquiries and detailed information, and the progress can be checked.

To check the inquiry details, please follow the following procedure.

1. 모든 서비스 > Management > Support Center menu should be clicked. It moves to the Service Home page.
2. On the Service Home page, click the Inquiry menu. It moves to the Inquiry List page.
3. On the Inquiry List page, click the request to view detailed information. It moves to the Inquiry Details page.

2.2 - Support Plan

Support Plan is a service that provides technical support, standard architecture provision, and incident response support needed when using Samsung Cloud Platform, which can be received in a step-by-step manner. Since service operating hours, technical support, and incident response service types differ by service tier, users can choose an efficient service tier based on the applicable workload such as testing, regular tasks, or critical tasks.

Support Plan Learn about

Samsung Cloud Platform offers Support Plans of Standard, Proserv Plan tiers.

To check the Support Plan you are currently using, follow the steps below.

1. All Services > Management > Support Center Click the menu. Service Home Navigate to the page.
2. Click the Support Plan menu on the Service Home page. Navigate to the Support Plan page.

   Category	Detailed description
   Support Plan Application Status	Current application status of Support Plan Active: Normal applied status. No changes scheduled In Progress: Change scheduled status
   Plan Change	Button to change the applied Support Plan For details, see Support Plan Change
   Support Plan type	Support Plan names and descriptions by tier Current Plan: Currently applied Support Plan tier Plan to be changed: Support Plan tier to be applied after plan change

   Table. Support Plan page items

Standard Grade

Standard grade is recommended for cases where you need to handle tasks that are experimental or require testing.

Proserv Plan Grade

Proserv Plan grade is the recommended minimum grade when there is a production workload.

Support Plan Change

Depending on the situation, you can apply changes to the Support Plan.

To change the Support Plan you are using, follow the steps below.

1. All Services > Management > Support Center Click the menu. Service Home Navigate to the page.
2. Service Home page, click the Support Plan menu. Support Plan page will be opened.
   • My Support Plan widget, by clicking the Plan Upgrade or Plan Change button, you can also go to the Support Plan Change page.
3. Support Plan on the page Plan Change button click. Support Plan Change to the page navigate.
4. Support Plan Change page, after selecting the Support Plan to change, click the Plan Change button.
5. Support Plan when the popup notifying a change request opens, click the Confirm button. Navigate to the Support Plan page.
6. Verify that the Support Plan application status has changed to In Progress and that the plan to be changed item is displayed for the Support Plan to be changed.
   • Cancel Plan Change If you click the button, the change request is canceled and the current Support Plan continues to be maintained.

2.3 - Knowledge Center

Users can search and check frequently asked questions and answers for each service in the Knowledge Center.

Using Knowledge Center

You can check the list of frequently asked questions for each service and check the answers.

To use the Knowledge Center, follow these steps:

1. Click All Services > Management > Support Center menu. It moves to the Service Home page.
2. Click the Knowledge Center menu on the Service Home page. It moves to the Knowledge Center list page.
3. Select the category you want to check and check the list. If you want to check the details of an item, select it. You can check detailed information on that page. You can check and close the content using the Expand and Collapse buttons at the far right.

3 - Release Note

Support Center